ServiceNow Engagement Delivery Lead

• Bachelor's degree in Software Engineering, Computer Science, or related experience.

• Excellent communication skills

• 5+ years of experience in Project Management, ideally for large IT Service Management (ITSM) / ServiceNow implementations

• PM experience with application development projects.

• Experience in leading and guiding project teams and clients to success, including managing project schedules and risk management.

• Experience in the calculation and management of KPIs.

• Experience with Agile Methodologies is strongly preferred.

• ServiceNow Sys Admin Certification (desired); SCRUM Master or PMP Certifications are a big plus.

• A track record of delivering successful Go-Live milestones in complex, multi-stakeholder environments.

• Familiarity with ITSM platforms and enterprise service delivery frameworks.

At Cognizant, we care about your growth, well-being, and work-life balance. Working with us in the Netherlands, you will enjoy:

• Competitive salary aligned with your experience and market standards

• Pension scheme

• Access to Udemy and Cognizant Academy for continuous learning and professional development

• NS Business Card for public transport

• ️ 25 paid holidays per year

• Laptop and smartphone provided

• A technology-driven organisation at the forefront of digital innovation

• An open team spirit with a flat, collaborative culture

• A truly international environment with diverse teams and global exposure

As a ServiceNow Engagement Delivery Lead, you will be a customer-focused leader, accountable for the successful delivery of solutions that meet client business needs. In this role, you will build positive client relationships during projects by assessing the client's needs, identifying customer requirements, and developing cohesive projects that improve business operations with more efficient procedures and systems. This role involves analysing business data to assess situations, assigning tasks to team members, and problem-solving when issues arise.

You will be a valued member of Cognizant's growing ServiceNow Business Group, working at the intersection of delivery excellence, stakeholder management, and project governance.

• Build strong relationships with the customer by setting the right expectations, providing regular updates, and being assertive when things go wrong.

• Take the lead in main customer meetings, ensuring all stakeholders get involved, the agenda is successfully completed, and communication objectives are achieved.

• Ensure customers have a clear understanding of the delivery methodology and all tools in place for visibility of project status and progress.

• Prepare and timely send executive summary reports, communicating milestones achieved and an updated summary of project plans, risks, action items, decisions, issues, and change orders.

• Guarantee that knowledge transfer processes' objectives are clearly understood by the customer and coordinate, along with the BPC and Customer Project Manager, the execution of all implementation activities or tasks.

• Keep stakeholders involved according to their level of responsibility and expectations, ensuring they are consulted and informed.

• Facilitate the sales-to-delivery process by ensuring the Services team can understand the customer's needs, their business, and how the proposal of value fits into those expectations.

• Transform into an actionable plan all the deliverables, milestones, risks, assumptions, and success factors defined in the SOW.

• Work closely with Services team members to manage project schedules, ensuring deliverables are achieved on time and in accordance with clients' requirements.

• Take the lead in pre and post Go-Live preparation activities, effectively coordinating communication with stakeholders and the Services Team, and extra-motivating the team for the Go-Live Milestone.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programmes. The working arrangements for this role are accurate as of the date of posting and may change based on the project you're engaged in, as well as business and client requirements.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Interested in this opportunity? Reach out directly to your recruiter:

Nikoletta Katona Nikoletta.Katona@cognizant.com