Job Title: Transformation Engagement Manager, ServiceNow

Location: Dallas, New York, Atlanta, Houston, NYC, San Francisco

Travel: 0-100%

As a member of our Cloud and Infrastructure Services Project and Consulting organization the Transformation Engagement Manager is primarily responsible for leading the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, proactively handling any issues arising, providing status reporting to leadership and project sponsors and maintaining high levels of customer satisfaction and project profitability.

The Transformation Engagement Manager will often be placed on engagements of a more complex nature, requiring advanced abilities in project management, and communication skills. Leadership in orchestrating successful delivery across the breadth of scope from technical, to business process, to organizational change ensuring the customer business value outcome. These complex projects bring together specialized capabilities from across Capgemini Business Units in combination to enable the transformational goals of the customer. The Engagement Manager is responsible for leading these interdependencies and builds a collaborative, diverse, skilled project team from across the world to deliver quality on time, to budget and exceed customer expectations.

Key Areas of Responsibility

• Own successful project services delivery to a customer

• Understand the customer business including the business issues and problems being resolved by the engagement

• Drive and lead project risks and issue resolution, including identification, analysis and communication, monitoring and control while increasing the probability of positive outcome

• Own project in collaboration with the team/backlog allocation and oversight.

• Build trusted and influencing relationship with customer, leadership and key points of contacts

• Plan and deliver project kick-off meetings and hold regular project review calls / meetings with customer, leadership and key points of contacts

• Executive level and detailed weekly project status reporting

• Facilitate (requirements gathering) workshops to translate business requirements to tangible configuration in ServiceNow

• Support or act as Scrum Master for Sprint cycle during the project delivery

• Forecast and plan for resourcing needs and ensure talent requests are updated and accurate in line with project and business needs

• Detailed financial management, forecast and reporting of project revenue, cost, margins and delivery value.

• Identify up-sell opportunities and engage Sales & Pre-Sales teams

• Validation and tracking of value delivered by ServiceNow solution

• Responsible for customer satisfaction throughout the engagement cycle

• Add to the continual improvement of project delivery processes as well as the maturing of the different capabilities, expertise, and standard processes in consideration of customer needs and requirements

• Provide mentorship and guidance to other members of the team

• Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities!

• Other duties and responsibilities as assigned

Skills Required

• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills at all levels of the organization

• Ability to set appropriate expectations with the customer and develop relationships quickly

• Authority practitioner in Agile Methodology as well as the ability to adopt and follow recommended standard methodology and Capgemini methods and processes

• Confirmed ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/leadership/key contacts in solving governance, program/project management, business process and/or technical problems

• Partnership with the technical leads on the program to validate and drive technical solution quality and technical delivery capability

• Ability to think strategically, summarize customer success outcomes into well-structured program plans and then deliver the detail.

• Program definition and management, leading multiple projects and initiatives in large customer accounts

• Demonstrated skills, customer-centric demeanor, ability to deal with cultural diversity

• Demonstrated ability to develop a team culture and environment promoting collaboration and partnership.

• Active listening skills, respecting others' point of view and take ownership of chipping in the required input while demonstrating strong communication skills (written, interpersonal, and presentational)

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and relay that in English that resonates with both the business and technical audience at all levels of the organization.

• Strong ownership, accountability, and attention to detail in all work efforts

• Superior maturity, professionalism, and judgment; ability to excel with minimum supervision

• Commitment to customer satisfaction and supports our customer-centric attitude

• Power User comfort level with ServiceNow as a daily tool, specifically in ServiceNow Agile.

• Knowledge of ITIL, ideally higher than foundation level.

Required Education, Experience And/or Qualifications

• Degree qualified in Information Technology, Engineering, or other appropriate subject area or equivalent experience

• Demonstrated ability in the IT industry, preference in consulting/services delivery

• 8 years of software project management experience with at least 4 years leading ServiceNow projects

• 8 years in customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution.

• Led delivery of large and complex Service Integration and ServiceNow engagements.

• ServiceNow experience should span at least 2-3 different ServiceNow components. Ideally HRSD (Employee Center) as well as ITSM, CMDB, ITOM, ITBM, CSM and integrations

• Excellent customer-facing skills including working with Account Executives and other team members.

• Experience articulating the value-based selling mode

• Experience identifying customer needs and implementing solutions.

• PMP or PgMP Certification

• ITIL Certified

• ServiceNow Project Management training

• Led ServiceNow projects of up to 5 million USD revenue and 30-40 FTE

• Extensive client-facing experience in multiple industries

• Excellent communication and presentation skills

• Global and distributed delivery experience is preferred

• Certified Scrum Master is preferred

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work

• Healthcare including dental, vision, mental health, and well-being programs

• Financial well-being programs such as 401(k) and Employee Share Ownership Plan

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

• Social well-being benefits like subsidized back-up child/elder care and tutoring

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster Relief

About Capgemini

Capgemini is a global leader in partnering with companies to transform and lead their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get The Future You Want | www.capgemini.com

About Cloud Infrastructure Services (CIS) :

CIS powers enterprises’ business and technology digital transformation by accelerating change, reinforcing cybersecurity, empowering employees, leading complexity, and fostering adaptability. Working across sectors in 50 countries, our 30,000 cloud professionals apply our extraordinary expertise with cloud leaders to offer customized, ongoing cloud, infrastructure, cybersecurity, digital workplace, and enterprise service management support.

Demonstrate our close partnerships with leading cloud vendors and advanced intelligence from our global operations centers, our CIS teams are trusted by clients to securely navigate in today’s dynamic business environments, driving forward business value so they get the future they want. Our unique approach to infrastructure connects solutions, services, and suppliers to implement integrated solutions across the IT supply chain, public and private clouds, and legacy environments, helping clients optimize their digital transformation journeys.

Our five key service areas are:

1. Cloud Services : Exploiting the cloud at speed and scale

2. Employee Experience Services : Making the “future of work” work for our clients

3. Cybersecurity Services : Securing Foundations to Create Open Futures

4. Enterprise Service Management : Taking charge of complexity to drive business value

5. Infrastructure Services : Leading and modernizing IT estates

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please get in touch with your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may collect your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

Job: Infrastructure

Organization: CIS US P&C

Title: Transformation Engagement Manager - ServiceNow

Location: TX-Dallas

Requisition ID: 074738

Other Locations: US-AZ-Scottsdale, US-TX-Irving, US-CA-San Francisco, US-IL-Chicago, US-AZ-Mesa, US-GA-Atlanta, US-TX-Houston, US-AZ-Lake Havasu City, US-NY-New York, US-AZ-Parker