ITSM Engagement Manager Job Profile

The ITSM Engagement Manager is primarily responsible for managing the successful deployment of ITSM solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction and project profitability.

ITSM Engagement Manager Job Requirements

To apply for an ITSM Engagement Manager job you will need to have experience of:

Professional Services delivery to a customer whilst being able to understand the customer business including the business issues and problems being resolved by the Professional Services engagement

Being a single point of contact for a customer for ITSM engagement and provide a conduit to other ITSM teams as required

Driving and managing project risks, including identification, analysis and communication, monitoring and control while increasing the probability of a positive outcome.

Consultative skills and understanding of technology to explain how the ITSM technology product addresses requirements and objectives

Planning and deliver project meetings.

Requirements gathering workshops to translate business requirements to a tangible configuration in (User Stories)

Hold regular project review calls/meetings with customers whilst forecasting and foreseeing issues/bottlenecks

Validation and tracking of value delivered by the ITSM solution

Responsibility for customer satisfaction throughout the engagement cycle