Engagement Manager

UP3 Services Ltd
London

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Job details

Benefits

Company pension
Private medical insurance
Enhanced maternity leave
Life insurance

Qualifications

Software project management
Oracle
Sales
BMC Remedy
Software deployment
Salesforce
Business analysis
Project management
Zendesk
Driving
Customer relationship management
User acceptance testing
Organisational skills
ServiceNow
Project management methodology
Agile
Certified Project Manager
Leadership
Communication skills
Time management

Full job description

Location: Hybrid - Split your time between home and our London office with occasional travel to customers

UP3 is a dedicated ServiceNow Managed Service provider, founded in 2016 by highly experienced Service Management and ServiceNow sales and delivery professionals. We have a wealth of experience working both as customers of ServiceNow and as specialist consultants and have delivered solutions spanning nearly every aspect of the platform. We are looking for experienced service professionals with a passion for driving an excellent customer experience, who can thrive in a rapidly growing, dynamic business with a huge emphasis on collaborating with our clients to help them deliver exceptional service.

Key role details:

Competitive salary based on experience plus performance related bonus up to 10% of base salary.
Excellent Central London Office at The Ministry
Flexible working, hybrid between the office and your home to fit your needs
Bupa Health Insurance and Bupa Dental
Enhanced maternity and parental leave package
£250 work from home set up allowance
4% company pension contribution

The role

This role would suit an experienced project manager in the technology sector, either with ServiceNow implementation experience or with a solid software project management background looking to transition into a career with ServiceNow. You will have a passion for process and technology and enjoy working with internal teams and customers to design solutions to support a wide variety of business problems. Being able to build strong relationships and use your insight and experience to manage efficient projects, own end to end project delivery and financials, and build trust with our customers are fundamental to the role. You will promote project delivery best practice and keep customers on track to deliver projects successfully, on time and on budget.

We stand by our values and when we’re looking for the best of the best to join us, we look for people who share these values too.

No-one is above making the tea or watering the plants.

Do the right thing by the customer. Always.

No room for egos, politics or gossip.

We're a team. Take pride in sharing what you know.

If you see something that needs doing, roll up your sleeves and get it done.

Remember, at some point, you did something for the first time.

Key Responsibilities (not limited to):

Manage large-scale client-facing IT projects from receipt of order to handover to BAU support, using the Agile methodology.
Take overall ownership of the client relationship, managing UP3 delivery engagements with clients’ senior stakeholders and project teams.
Manage UP3 project teams, by allocating work, providing leadership and direction, and making timely decisions.
Plan and execute projects throughout their entire lifecycle, from initiation to sign off, including requirements capture, development, QA, and client UAT, training and knowledge transfer, and deployment into production environments.
Create resource plans to support the successful delivery of projects, working with other UP3 Engagement Managers to address resourcing conflicts across our delivery portfolio, and ensure resource allocations match the available project budget.
Independently mitigate project risks, address issues, and remove blockers, while informing or escalating to the UP3 management team at the appropriate times.
Lead and facilitate project meetings, workshops, and all Agile ceremonies.
Work with UP3 and 3rd party Business Process Consultants and Business Analysts to scope project activities from high level requirements into detailed stories for development
Provide leadership and mentoring to project teams and colleagues and share best practices and knowledge with colleagues across UP3
Prepare client-facing and internal project highlight and financial reporting.
Be an advocate of UP3 and our professional services.
Perform the role of SCRUM master during sprint execution
Act as your customers’ advocate within UP3, ensuring customer feedback is heard and acted upon.
Keep abreast of industry trends in the Service Management arena and developments in the ServiceNow platform and applications.

Essential skills and experience

You do not need to meet every single criteria below to apply, please submit your CV if you think you’d be a good fit for the role.

Outstanding communication skills, always professional and approachable. You must be able to communicate with the team, stakeholders and clients. You must be able to clearly explain project goals, objectives, risks, issues and timelines
Exceptional organisational skills to keep projects organised and on track. You must be able to define, create and maintain detailed project plans, critical paths, schedules and budgets
Leadership skills to be able to lead the team and motivate them to achieve project goals
Problem solving and the ability to identify, own and solve problems that arise during the project
Time management skills to manage, not just your own time, but that of the project team
Stress management to be able to manage your own stress and that of the team and be able to keep projects on track despite any setbacks
Experience delivering client-facing Agile project
Proven ITSM platform or other software implementation project management experience such as: Salesforce, Zendesk, Oracle, SAP, MS Dynamics 365, BMC Remedy
Experience owning the overall client relationship, acting as a trusted advisor and demonstrating commercial awareness
Thorough knowledge of Project Management methodologies

Desirable Skills

ServiceNow implementation experience
In depth understanding of process design and improvement
Experience acting in a business analysis capacity to capture client requirements

Essential certifications

Agile based project management certification such as Agile Certified Practitioner

Desirable certifications

SCRUM Master
ITIL (or another process best practice such as Six Sigma or COBIT)
Agile Foundation or Practitioner
ServiceNow certifications

What's in it for you?

Career development and progression – we invest in our people and actively promote from within.
Work for an established, respected player. We’ve honed our craft having been with ServiceNow since the early days, going on to set up UP3 in 2016.
Amazing customers and a best-in-class solution.
Best in class tech stack, tools and training. We’re committed to providing all you need to be successful in this role
London based. We have a fantastic office at The Ministry in Central London and offer hybrid working with 2-3 days a week in the office.

Company benefits – highlights

Maternity and Parental Leave

We offer an enhanced maternity and parental leave package. For maternity and adoption, we will provide you with 16 weeks full pay, followed by 23 weeks Statutory Maternity Pay (SMP). And for Paternity and other Parental leave, you’ll receive 4 weeks of full pay. In addition, we encourage you to take as much time as you need for ante and post-natal appointments.

Flexible Working

We know people thrive when they’re given the opportunity to strike the right balance between their work and their personal life, so we offer flexible working arrangements so that you can do your best work, without compromising.

We embrace hybrid working, so you can split your time between home and our offices in The Ministry, SE1. We offer a £250 allowance to ensure your home office is set up with everything you need.

Excellent Bupa health insurance and Bupa level 3 dental cover
25 days holiday increasing based on length of service
Company pension (after 3 months’ service)
A Death-in-Service Life Insurance policy which would pay out 4X your salary
Sports and Social Club – recent events include Dungeons & Dragons night, wine tasting, Junkyard golf and Gourmaze tasty treasure hunt

Key role details:

Competitive salary based on experience plus performance related bonus up to 10% of base salary.
Excellent Central London Office at The Ministry
Flexible working, hybrid between the office and your home to fit your needs
Bupa Health Insurance and Bupa Dental
Enhanced maternity and parental leave package
£250 work from home set up allowance
4% company pension contribution

Apply Now

Key role details:

The role

Key Responsibilities (not limited to):

Essential skills and experience

Desirable Skills

Essential certifications

Desirable certifications

What's in it for you?

Company benefits – highlights

Key role details:

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