Engagement Manager

Engagement Manager – ITSM / ServiceNow (Singapore)Location: Singapore Experience: 10+ years Role Type: Full-time / Contract Role Overview: The Engagement Manager will lead the client engagement for a large-scale ServiceNow ITSM program. This role ensures successful delivery, stakeholder alignment, financial management, and overall client satisfaction. Act as the primary client liaison for all project activities. Drive program governance, status reporting, and stakeholder communication. Manage project scope, timelines, risks, budget, and resource allocation. Coordinate delivery teams (Technical, Functional, Process). Ensure ServiceNow best practices and ITIL-based implementation standards. Lead workshops, executive updates, and steering committees. Ensure quality of deliverables and end-to-end program success. Skills & Qualifications: Strong background in ITSM and ServiceNow delivery. Excellent communication, leadership, and client management skills. Proven experience managing enterprise-level digital transformation projects. ITIL certification preferred. PMP / PRINCE2 is an advantage. Project Manager – ServiceNow Location: Singapore Experience: 7–12 years Role Type: Full-time / Contract Role Overview: Oversee day-to-day delivery of ServiceNow implementation projects, ensuring project milestones and quality standards are met. Plan, track, and manage ServiceNow project execution. Work with technical and functional consultants to ensure timely delivery. Prepare project plans, RAID logs, and weekly progress reports. Manage customer expectations and ensure change control processes. Identify risks and implement mitigation strategies. Coordinate UAT, go-live, and transition activities. Skills & Qualifications: Strong understanding of ServiceNow implementation cycles. Experience managing multi-module ServiceNow projects (ITSM, ITOM, CMDB, etc.). Proficient in Agile or hybrid delivery models. ITIL v4 Foundation preferred. Certifications in Project Management are a plus. Business Process Consultant – ServiceNow Location: Singapore Experience: 5–10 years Role Type: Full-time / Contract Role Overview: Bridge business needs with technical implementation by conducting process analysis, requirement gathering, and designing optimized ITSM workflows. Conduct workshops with business stakeholders and SMEs. Capture functional requirements, user stories, and process gaps. Design ITSM process workflows (Incident, Problem, Change, Request, CMDB). Collaborate with technical teams to ensure correct configuration. Validate solutions through demos, UAT support, and documentation. Ensure alignment with ITIL best practices. Skills & Qualifications: Deep knowledge of ITSM processes and ServiceNow functional capabilities. Experience in business analysis, workflow design, and documentation. Certification in ITIL highly preferred. Strong communication and presentation skills. Technical Consultant – ServiceNow Location: Singapore Experience: 4–8 years Role Type: Full-time / Contract Role Overview: Responsible for configuration, development, integration, and customization of ServiceNow modules. Configure and customize ServiceNow modules (ITSM, CMDB, Discovery, Integrations). Develop scripts, workflows, business rules, UI policies, and client scripts. Build integrations using REST/SOAP, MID Server, and Flow Designer. Work closely with functional and process consultants for solution delivery. Support testing, debugging, and deployment. Ensure adherence to ServiceNow architectural and coding guidelines. Skills & Qualifications: Strong hands-on experience in ServiceNow development. Knowledge of JavaScript, APIs, and data structures. Experience with ServiceNow update sets, ACLs, and Service Portal. ServiceNow Certified System Administrator (CSA) required. CAD / CIS certifications are an added advantage. #J-18808-Ljbffr