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Project Management · Cardiff or Remote (UK) · Hybrid

ServiceNow Engagement Manager

As an Engagement Manager, you’ll lead the delivery of key client engagements and oversee all related ServiceNow project activities. You’ll guide the day‑to‑day work of the project team while cultivating a strong, trusted relationship with the client at the project level. 

Your responsibilities span the full project lifecycle; from building and maintaining detailed project plans to managing risks, issues, change control, resources, and financials. You’ll ensure our clients experience the very best of what a ServiceNow partner can offer, all while fostering a collaborative, enjoyable environment where everyone works toward a shared goal. 

 

 Job Overview 

  • Job Type: Permanent (would consider contractor)

  • Reports to: EM Team Lead 

  • Job Location: Home working – frequent travel to client site and FlyForm offices as required. 

What you'll do... 

  • Lead clients through every phase of their ServiceNow engagement; from discovery and design to development, testing, and go‑live. Partner closely with customers to define project goals, success criteria, and the overall project plan and SOW. 

  • Build and manage strong relationships with customers and colleagues, collaborating with peers at similar seniority levels to deliver complex, high‑value assignments. 

  • Maintain trusted relationships with senior and executive stakeholders, both internally and externally, ensuring alignment and confidence throughout the engagement. 

  • Develop innovative solutions to challenges within your area of expertise, including those not previously encountered. 

  • Manage blended delivery teams composed of client, vendor, and FlyForm resources, ensuring seamless collaboration and shared ownership of outcomes. 

  • Provide strong project team leadership - supporting, motivating, and aligning people to the agreed goals and desired project outcomes. 

  • Keep all stakeholders informed through clear, timely status updates and financial reporting. 

 

Your Skills and Experience... 

  • Experience of Agile or SCRUM methodologies. 

  • Previous experience of the ServiceNow platform in some capacity. 

  • Excellent customer interaction and stakeholder management skills to various levels.  

  • Effective communication, teamwork and mentoring to maintain a strong project team culture that focuses on positive delivery of outcomes.  

  • Accurate estimating for project delivery activities and system deployments.  

  • Proven ability to lead a dynamic team (between 3-15 people) with minimal supervision. 

 

Desirable Qualifications & Certifications... 

  • ServiceNow System Administrator  

  • ServiceNow CIS ITSM  

  • ITIL Foundation/Practitioner  

  • Prince2 Foundation/Practitioner 

  • Currently SC Cleared or the ability to obtain SC Clearance. 

Department
Project Management
Locations
Cardiff or Remote (UK)
Remote status
Hybrid

About FlyForm

We are a leading UK-based ServiceNow Elite partner; we are privately owned and we plan to stay that way. Our teams continue to work towards a common goal, to build and support innovative solutions that positively impact the world

Using the ServiceNow platform we help businesses change the way they work to drive discipline, efficiency and productivity. We have delivered large digital transformation projects into many areas of UK public sector and a wide selection of private enterprises.

Founded in 2017
Co-workers 50
Project Management · Cardiff or Remote (UK) · Hybrid

ServiceNow Engagement Manager

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