At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

ServiceNow Engagement Manager

Role Summary

The role holder is responsible for the overall management of specific customer engagements and related ServiceNow delivery activities. Person Must have Functional understanding of ServiceNow Platform.  This includes the day-to-day management of all resources assigned to the project, along with ownership of the customer relationship and engagement with key stakeholders at the project level.

The role has end-to-end Engagement management responsibility, including development and management of project plans, issue and risk management, change control, resource planning, budget and financial management, knowledge transfer, sprint planning, and all associated status and financial reporting required by both the customer and Fujitsu.

The role holder works closely with customers to understand business needs and identify how ServiceNow can bridge capability gaps, with a strong awareness of the ServiceNow roadmap and its value to the customer. The role is expected to position Fujitsu as a trusted ServiceNow delivery partner, ensure projects are delivered successfully as sold, generate positive customer feedback, and support further business growth.

Key Accountabilities

1. Own and manage one or more customer-facing project engagements, ranging from small to large in scale.
2. Oversee the discovery, design, configuration, training, and deployment of all customer engagements, defining and managing overall project goals and success criteria in collaboration with the customer.
3. Ensure technical resources are assigned to projects in the most efficient and cost-effective way, meeting or exceeding utilization targets.
4. Manage project budgets proactively and plan ahead to avoid budget overruns or unplanned costs to Fujitsu.
5. Create clear and concise project plans to execute delivery and monitor progress, making adjustments where needed to ensure successful outcomes.
6. Manage resource activities and ensure timesheet recording is completed on time and aligned to planned activities.
7. Ensure that a RAID log is created, maintained, and updated across all accounts.
8. Work with a moderate level of guidance to successfully deliver multiple large and highly complex assignments, often involving senior to executive stakeholders within customer organisations or Fujitsu.
9. Manage and develop strong relationships with customers and colleagues, working with peers and senior stakeholders to define and deliver complex assignments. Proactively introduce new ideas and product offerings to customers while demonstrating political awareness and stakeholder sensitivity.
10. Maintain senior management to executive-level relationships, both internally and externally.
11. Support the preparation of bids for major new work and frequently take a leading role in customer presentations.
12. Identify and help secure both new business and extension opportunities in partnership with the Sales team.
13. Actively contribute knowledge to Fujitsu, including feedback on white papers, books, and participation in local special interest or practice groups.
14. Develop solutions to problems within the specialist area, including challenges not previously encountered.
15. Manage blended teams that may include customer, vendor, and Fujitsu resources.
16. Maintain a high level of product and solution knowledge and keep an up-to-date skills profile in service management tools such as ServiceNow and other cloud services.

Key Performance Indicators

• Customer satisfaction with solution delivery at an appropriate level of quality, in accordance with agreed specifications and standards.
• Production of clear and effective reports, project plans, proposals, and supporting documentation for customers and internal stakeholders.
• Extension business won and new business secured through direct engagement with Sales and Pre-Sales, leveraging existing customer relationships.
• Effective communication and teamwork across Fujitsu teams, external development partners, customers, and project stakeholders.
• Demonstrable thought leadership through examples such as speaking engagements, events, and published articles.
• Accurate estimating for cloud project delivery and system deployments.

Additional Information

• Extensive travel to customer and Fujitsu locations may be required, including occasional overnight stays.
• The role may require evening or weekend work.
• This is a direct customer-facing role requiring regular interaction with customer technical resources and process owners.
• This job description is intended to indicate the general level of responsibility for the position. Duties may vary from time to time without changing the overall character or level of responsibility.
• Nice to Have – ServiceNow – Certified System Administrator – Certification.