Job Description
Key Responsibilities:
• Lead the delivery team across large, complex, and potentially multi-workstream engagements, frequently in collaboration with services partners.
• Apply advanced project implementation, scheduling, monitoring, and delivery-management expertise to maintain effective and timely execution.
• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting, and financials.
• Build strong cross-geography, cross-functional, customer, and partner relationships that support delivery and strengthen the Expert Services brand.
• Work with the Sales Account Team, customer, partner, and delivery leadership to understand engagement objectives, challenges, issues, and expected value.
• Apply the Now Create methodology and ServiceNow prescriptive guidance to promote successful delivery and long-term customer outcomes.
• Serve as the primary contact for delivery coordination, executive communication, escalation response, collaboration, and customer agreement on proposed solutions.
• Identify gaps between actual performance and the plan of record and drive timely corrective action and resolution.
• Coach, mentor, and manage services partners, Engagement Managers, and Associate Engagement Managers.
• Communicate a clear delivery story through governance forums, executive updates, status reporting, and difficult customer conversations.
Delivery Lifecycle Expectations
• Initiate: Host kickoff workshops, submit resource requests, issue the project plan and workshop schedule, share customer questionnaires with delivery roles, and establish governance forums, including Steering Committees.
• Plan: Coordinate customer workshops, maintain risks, issues, decisions, actions, and changes, and direct release and sprint planning with the Business Process Consultant and Technical Consultant.
• Execute: Lead governance forums, daily stand-ups, and scope checkpoints; distribute executive status reporting; maintain resource plans and delivery controls; direct escalation responses; coordinate testing and UAT readiness; and define the go-live and transition plan.
• Close: Lead or support the customer closeout workshop, conduct lessons learned, review customer feedback, and complete the success story documenting business value and lessons learned.
Qualifications:
• 8+ years of progressive professional services experience or equivalent education and experience.
• Industry-domain expertise aligned with the supported workflow.
• Demonstrated success independently leading large, complex implementations and multi-team delivery environments.
• Advanced expertise in project implementation, scheduling, monitoring, governance, financial management, resource management, risk management, issue resolution, and change control.
• Strong executive communication, customer-facing leadership, facilitation, negotiation, collaboration, and stakeholder-management skills.
• Proven success driving complex delivery issues through analysis and resolution.
• Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum and ITIL certifications are optional.
• Required certification: ServiceNow Certified System Administrator (CSA).
• ServiceNow certifications aligned with the supported workflow are preferred.
• Ability to apply AI tools to streamline workflows, generate insights, and support strategic initiatives.
• Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability to explain their application in customer contexts.
• Ability to travel up to 50%.
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range:: $100,000 - $150,000 a year