Engagement Manager

UP3 Services Ltd; London; Hybrid; GBP 50,000 - 90,000

Job description

Location: Hybrid - Split your time between home and our London office with occasional travel to customers

UP3 is a dedicated ServiceNow Managed Service provider, founded in 2016 by highly experienced Service Management and ServiceNow sales and delivery professionals. We have a wealth of experience working both as customers of ServiceNow and as specialist consultants and have delivered solutions spanning nearly every aspect of the platform. We are looking for experienced service professionals with a passion for driving an excellent customer experience, who can thrive in a rapidly growing, dynamic business with a huge emphasis on collaborating with our clients to help them deliver exceptional service.

The role

This role would suit an experienced project manager in the technology sector, either with ServiceNow implementation experience or with a solid software project management background looking to transition into a career with ServiceNow. You will have a passion for process and technology and enjoy working with internal teams and customers to design solutions to support a wide variety of business problems. Being able to build strong relationships and use your insight and experience to manage efficient projects, own end to end project delivery and financials, and build trust with our customers are fundamental to the role. You will promote project delivery best practice and keep customers on track to deliver projects successfully, on time and on budget.

We stand by our values and when we’re looking for the best of the best to join us, we look for people who share these values too.

No-one is above making the tea or watering the plants.

Do the right thing by the customer. Always.

No room for egos, politics or gossip.

We're a team. Take pride in sharing what you know.

If you see something that needs doing, roll up your sleeves and get it done.

Remember, at some point, you did something for the first time.

Key Responsibilities (not limited to):

• Manage large-scale client-facing IT projects from receipt of order to handover to BAU support, using the Agile methodology.
• Take overall ownership of the client relationship, managing UP3 delivery engagements with clients’ senior stakeholders and project teams.
• Manage UP3 project teams, by allocating work, providing leadership and direction, and making timely decisions.
• Plan and execute projects throughout their entire lifecycle, from initiation to sign off, including requirements capture, development, QA, and client UAT, training and knowledge transfer, and deployment into production environments.
• Create resource plans to support the successful delivery of projects, working with other UP3 Engagement Managers to address resourcing conflicts across our delivery portfolio, and ensure resource allocations match the available project budget.
• Independently mitigate project risks, address issues, and remove blockers, while informing or escalating to the UP3 management team at the appropriate times.
• Lead and facilitate project meetings, workshops, and all Agile ceremonies.
• Work with UP3 and 3rd party Business Process Consultants and Business Analysts to scope project activities from high level requirements into detailed stories for development.
• Provide leadership and mentoring to project teams and colleagues and share best practices and knowledge with colleagues across UP3.
• Prepare client-facing and internal project highlight and financial reporting.
• Be an advocate of UP3 and our professional services.
• Perform the role of SCRUM master during sprint execution.
• Act as your customers’ advocate within UP3, ensuring customer feedback is heard and acted upon.
• Keep abreast of industry trends in the Service Management arena and developments in the ServiceNow platform and applications.

Essential skills and experience:

• Outstanding communication skills, always professional and approachable. You must be able to communicate with the team, stakeholders and clients. You must be able to clearly explain project goals, objectives, risks, issues and timelines.
• Exceptional organisational skills to keep projects organised and on track. You must be able to define, create and maintain detailed project plans, critical paths, schedules and budgets.
• Leadership skills to be able to lead the team and motivate them to achieve project goals.
• Problem solving and the ability to identify, own and solve problems that arise during the project.
• Time management skills to manage, not just your own time, but that of the project team.
• Stress management to be able to manage your own stress and that of the team and be able to keep projects on track despite any setbacks.
• Proven ITSM platform or other software implementation project management experience such as: Salesforce, Zendesk, Oracle, SAP, MS Dynamics 365, BMC Remedy.
• Experience owning the overall client relationship, acting as a trusted advisor and demonstrating commercial awareness.
• Thorough knowledge of Project Management methodologies.
• ServiceNow implementation experience.
• In depth understanding of process design and improvement.
• Experience acting in a business analysis capacity to capture client requirements.

Essential certifications

• Agile based project management certification such as Agile Certified Practitioner.

Desirable certifications:

• SCRUM Master.
• ITIL (or another process best practice such as Six Sigma or COBIT).
• Agile Foundation or Practitioner.
• ServiceNow certifications.

What in it for you.

• Competitive salary based on experience, plus performance related bonus up to 10% of base salary.
• Play a critical role in a successful, scaling business dedicated to one of the fastest-ever-growing software companies.
• A brilliant team. We actively foster a culture of innovation, collaboration and creativity. We truly care about our people, we’ve been recognised as a Great Place to Work two years running and we’re committed to maintaining our company culture even as we grow and scale.
• London based. We have a fantastic office at the Ministry in Central London and offer hybrid working. Includes free gym membership, wellness programmes, onsite café, bar and terrace, regular on-site events with guest passes.

Company benefits

Maternity and Parental Leave

We offer an enhanced maternity and parental leave package. For maternity and adoption, we will provide you with 16 weeks full pay, followed by 23 weeks Statutory Maternity Pay (SMP). And for Paternity and other Parental leave, you’ll receive 4 weeks of full pay. In addition, we encourage you to take as much time as you need for ante and post-natal appointments.

Flexible Working

We know people thrive when they’re given the opportunity to strike the right balance between their work and their personal life, so we offer flexible working arrangements so that you can do your best work, without compromising.

We embrace hybrid working, so you can split your time between home and our offices in The Ministry, SE1. We offer a £250 allowance to ensure your home office is set up with everything you need.

• Excellent Vitality health insurance, Vitality GP, and Bupa level 3 dental cover 25 days holiday increasing based on length of service.
• A Death-in-Service Life Insurance policy which would pay out 4X your salary.
• Sports and Social Club – recent events include Dungeons & Dragons night, wine tasting, Junkyard golf and Gourmaze tasty treasure hunt.