Engagement Manager at Inclusion Cloud in Location not listed

Position Overview:

We are seeking an experienced Engagement Manager to lead and oversee ServiceNow projects, ensuring successful delivery, stakeholder alignment, and executive-level engagement. The ideal candidate will have a strong background in project management, excellent communication and negotiation skills, and experience working within ServiceNow environments.

This role requires a professional who can effectively manage client relationships, resolve conflicts, drive project governance, and ensure successful outcomes across complex initiatives.

Key Responsibilities:

• Lead and manage ServiceNow implementation, enhancement, and transformation projects.
• Act as the primary point of contact for clients and executive stakeholders.
• Drive project planning, execution, monitoring, and delivery while ensuring alignment with business objectives.
• Facilitate communication between technical teams, business stakeholders, and leadership.
• Manage project risks, issues, dependencies, and escalations.
• Apply ServiceNow methodologies and best practices throughout the project lifecycle.
• Conduct executive-level presentations, status reporting, and stakeholder management activities.
• Support contract management, scope control, and change management processes.
• Foster collaboration and resolve conflicts across cross-functional teams.
• Ensure delivery quality, customer satisfaction, and successful project outcomes.

Required Qualifications:

• Proven experience managing ServiceNow projects.
• Strong knowledge of ServiceNow methodologies and delivery frameworks.
• Senior-level Project Management experience with the ability to engage and influence executive stakeholders.
• Excellent communication, presentation, negotiation, and conflict resolution skills.
• Professional presence with strong client-facing capabilities.
• PMP (Project Management Professional) and/or Certified ScrumMaster (CSM) certification (at least one strongly preferred).
• Experience supporting CSM (Customer Service Management) and/or FSO (Field Service Operations) initiatives.
• Fluent in Portuguese and English (spoken and written).
• Relevant professional certifications.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) certification.
• Additional ServiceNow certifications.
• Experience working in global or multicultural environments.
• Strong understanding of Agile delivery methodologies.

Additional Information:

Timezone: BRT (Brazil Time)

Language Requirements: Portuguese and English