Senior Engagement Manager

Company: TCS Belgium

Location:
Belgium The role is for a Sr Engagement Manager who will have the following mandate:
- Lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes throughout the delivery lifecycle.
- Guide the delivery team in large and complex engagements, frequently collaborating with a services partner and point of communication and coordination for the delivery team.
- Keep the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required.
- Apply advanced expertise in project implementation, scheduling and monitoring techniques.
- Build cross-geo, cross-functional and partner relationships to enhance the ES brand internally and externally. Your

responsibilities:

- Own end-to-end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations (such as on-time/on-budget delivery) and customer expectations.
- Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage and minimize gaps.
- Serve as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace.
- Produce and distribute weekly/bi-weekly status reports across the portfolio, providing clear visibility of utilization, risks, actions, and financial burn to both customers and internal leadership.
- Maintain accurate records of consultant time, booking confirmations, and SOW milestone tracking to support accurate and timely invoice processing.
- Monitor consultant performance and engagement health, escalating risks or concerns to Delivery Managers and Practice leadership in a timely manner.
- Support the onboarding and offboarding of resources, including access provisioning coordination, SOW familiarization, and customer introductions.
- Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio.
- Identify and flag scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required.
- Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support accurate revenue forecasting. Essential skills/knowledge/experience:
- 8+ years of Professional Services / ServiceNow Projects management experience.
- Project Management, ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations.
- ServiceNow Certifications (CSA/CAD/CIS).
- PMP/Prince II certifications.
- Leads large and complex engagements and delivery teams while providing technical leadership and guidance to customers.
- Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.
- Conduct workshops, assess current-state processes, and define future-state technical solutions applying.
- AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
- Review, guide and validate technical deliverables including configuration, integrations, testing, and technical documentation.
- Coach and mentor Engagement Managers and Associate Engagement while driving solution quality, innovation and customer value realization. Desirable skills/knowledge/experience:
- Industry domain expertise
- Additional ServiceNow certifications
- Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes
- Confident communicator who is comfortable owning customer relationships at an operational level — able to manage expectations, handle difficult conversations, and build trust over time
- Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus Best Regards Mehran Pandrowala Recruiter-Overseas Hiring and Digital Transformation Please refer this link to see how we collect, store and use the private data of our candidates: https://ibegin.tcsapps.com/candidate/next/en-BE/policies/privacy-notice