Key Responsibilities
- Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations.
- Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps.
- Serve as the primary customer-facing contact - handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace.
- Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilisation, risks, actions, and financial burn to both customers and internal leadership.
- Maintain accurate records of consultant time, booking confirmations, and SOW milestone tracking to support accurate and timely invoice processing.
- Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner.
- Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarisation, and customer introductions.
- Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio.
- Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required.
- Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting.
Key Skills & Experience
- Ideally 8+ years of Professional Services/ServiceNow Projects management experience.
- Project Management, ServiceNow Platform, ITSM/ITOM/ITAM/Platform workflows, Solution Design, ServiceNow integrations.
- ServiceNow Certifications (CSA/CAD/CIS).
- PMP/Prince II certifications.
- Leads large and complex engagements and delivery teams while providing technical leadership and guidance to customers.
- Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.
- Conduct workshops, assess current-state processes, and define future-state technical solutions applying.
- AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.
- Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.
- Coach and mentor Engagement Managers and Associate Engagement while driving solution quality, innovation and customer value realization.
Desirable skills/knowledge/experience
- Industry domain expertise
- Additional ServiceNow certifications
- Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes
- Confident communicator who is comfortable owning customer relationships at an operational level - able to manage expectations, handle difficult conversations, and build trust over time
- Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus
This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.
LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.
A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.