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TRCI-26-06574
Principal Customer Engagement Manager
This contract role leads complex customer adoption engagements for a technology platform, including establishing Generative AI solutions and other platform capabilities. The manager owns project planning, governance, risk and issue management, stakeholder collaboration, customer communications, and delivery through go-live and post-go-live hypercare; ServiceNow implementation or support experience is required. The description calls for at least 12 years in high-tech or SaaS and 8+ years in customer-facing program management, while the structured experience range is 8–12 years, so candidates at the upper end may be needed to meet the stated minimum. PMP, PgMP, Certified ScrumMaster, or a ServiceNow methodology certification/equivalent, ITIL Foundation, and working knowledge of OCM frameworks are specified; AI customer implementation experience and OCM certification are advantages. The role is based in London and is contract, but the work mode is not specified.
Position summary
- Location
- United Kingdom
- Workplace
- Remote
- Employment
- Contract
- Experience
- Minimum 8 years and Maximum 12 years
Role overview
Why This Role Matters.
This contract role leads complex customer adoption engagements for a technology platform, including establishing Generative AI solutions and other platform capabilities. The manager owns project planning, governance, risk and issue management, stakeholder collaboration, customer communications, and delivery through go-live and post-go-live hypercare; ServiceNow implementation or support experience is required. The description calls for at least 12 years in high-tech or SaaS and 8+ years in customer-facing program management, while the structured experience range is 8–12 years, so candidates at the upper end may be needed to meet the stated minimum. PMP, PgMP, Certified ScrumMaster, or a ServiceNow methodology certification/equivalent, ITIL Foundation, and working knowledge of OCM frameworks are specified; AI customer implementation experience and OCM certification are advantages. The role is based in London and is contract, but the work mode is not specified.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
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Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes
03
Drive collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers
04
Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders
05
Facilitate project planning meetings, reviews, and retrospectives
06
Provide project governance to manage requirements in line with agreed to scope and business objectives
07
Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
08
Mentor team members to achieve the engagement's deliverables and promote the customer's desired results
09
Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues
10
Identify gaps between actuals and plan of record, proposing solutions and driving resolutions
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Ensure complete knowledge transfer, record updates and all transition activities are taking place at the end of each engagement Qualifications
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Minimum of 12 years of high-tech/SaaS industry experience
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ServiceNow
Required
02
Now Create
Required
03
ServiceNow Implementation Methodology
Required
04
Generative AI
Required
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GenAI
Required
06
AI customer implementation
Required
07
SaaS
Required
08
high-tech
Required
09
ITIL
Required
10
ITIL v3
Required
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ITIL v4
Required
12
PMP
Required
13
PgMP
Required
14
Certified ScrumMaster
Required
15
CSM
Required
16
OCM
Required
17
organizational change management
Required
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program management
Required
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project management
Required
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project governance
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
At least 12 years of high-tech or SaaS industry experience
At least 8 years in customer-facing program management within professional services or a similar role
At least 8 years of experience with technology products
Complex cross-functional technical project and program management, including delivery through go-live and post-go-live hypercare
Prior experience implementing or supporting ServiceNow products
One or more of Certified ScrumMaster, PMP, PgMP, ServiceNow Implementation Methodology certification, or equivalent
ITIL v3 or v4 Foundation
Strong working knowledge of organizational change management frameworks
Strong customer and executive communication, including technical and business concepts, written updates, negotiation, and persuasion
Bachelor’s degree or equivalent experience
Fluent English
Preferred
Nice to Have
Generative AI or other AI customer implementation experience
Organizational change management practitioner experience or certification
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Principal Customer Engagement Manager
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