Senior Project Manager / Scrum Master

• Accountable for management of overall project including scheduling, scope and budget

• Managing projects, sprints, updating details and providing regular reporting

• Facilitating key stakeholder meetings including regular steering committees with internal and customer teams, reporting on progress, issues, risks and contributing to issue resolution

• Manages stakeholder expectations, maintaining focus on overall deliverables agreeing and applying contractual terms of project

• Leading customer engagements, driving specific process definition, reengineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders ensuring technology design and solutions are aligned with business requirements

• Understands and engages expertise of others alongside own

• Working independently on projects with the ability to fit into other functional roles and provide holistic services across project management, advisory, consulting and implementation

• Collaborating effectively with local and remote staff to drive successful outcomes on time and within budget providing support and mentorship

• Produces high quality customer documentation including but not limited to workshop material and training material

• Developing and maintaining strong customer relationships with key stakeholders including executive sponsor, program managers, business process owners and enterprise architects

• Responsible for ensuring the customer is fully informed and up to date on progress and concerns including risks, issues, scheduling, resourcing and change requests

• Responsible for delivering successful outcomes in customer projects, ensuring excellent reputation for delivery and securing customer satisfaction ratings of 5 out of 5

• Monitors and measures customer satisfaction

• Applies knowledge, tools and technical expertise to create value, ensuring it is tailored to the specific needs of the customer

• Manages customer projects effectively ensuring objectives, deadlines and budgets are met by team members under own control

• Competent use of project planning, tools, milestones appropriate for the size and scale of the project

• Demonstrates the ability to assess, form and allocate work streams, managing own time and that of others to meet deadlines

• Works with the customer to determine a handover process to ensure skills transfer, sustainability of results and knowledge capture as appropriate for project and customer.

• Proactively predicts and reviews any potential areas of deficit, addressing them before the project finishes

• Manages customer projects effectively ensuring objectives, deadlines and budgets are met by team members under own control

• Competent use of project planning, tools, milestones appropriate for the size and scale of the project

• Demonstrates the ability to assess, form and allocate work streams, managing own time and that of others to meet deadlines

• Operates competently in all areas of project management and delivery

• Manages ‘high risk’ projects with significant change

• Identifies, quantifies and manages issues impacting on delivery of project

• Enhance & increase ServiceNow knowledge by practicing continuous learning, training and certifications utilising CloudGo’s ServiceNow training platform

• Working with our process owners to identify opportunities for improvement

• Shares knowledge and experiences with others

• Leads quality assurance reviews

• Advises others on design of quality assurance process

• Keeping abreast of new platform features and capabilities

• Identifying opportunities and influence customers to adopt CloudGo services

• Leadership of project resources across multiple projects from simple to complex.

• Managing project resources appropriately to ensure on time and on budget project delivery

• Organise and motivate the project team, ensuring they have sufficient workload, support and technical expertise

• Applies influencing skills in a range of complex situations adapting style, leading others to see alternative perspectives they would not have seen on their own, to achieve specific outcomes

• Demonstrates skills in building consensus and resolving conflict

• Draws on range of experiences and techniques to adapt communication style to challenging situations and audiences

• Selects and uses appropriate diagnostic tools, methods and techniques

• Uses presentation tools effectively to engage audience

• Manages complex, high risk, group dynamics, conflicts and concerns to promote win-win outcomes

• Produces clear customer and internal reports selecting most appropriate style for audience

• Captures and builds knowledge in defined processes

• Shares knowledge and experiences with others

• Applies knowledge, tools and technical expertise to support value creation, tailoring it to the specific needs of the customer

• Embracing different cultural perspectives, thought diversity and cultivating workplace equality

• Championing processes and continual improvement of our ways of working

• Experience showing successful delivery of large customer projects for 5+ years with engagement with business leaders and reporting to senior or executive stakeholders

• Leverages effective, established networks to create added value for customers

• Comprehensive ServiceNow knowledge

• Creative thinking and the ability to think outside the box

• Loving what you do

• ServiceNow Administration PPM Fundamentals

• Scrum Master Certification

• Project Management Certification eg Prince2, PMP, CPM

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