Engagement Manager in Melbourne

• Serve as the primary day-to-day delivery leader and trusted customer counterpart.
• Establish strong relationships with executive sponsors, program leaders, technical teams, business stakeholders, and partner organizations.
• Understand the customer's goals and translate them into clear engagement outcomes, priorities, plans, decisions, and success measures.
• Lead customer governance, status discussions, workshops, decision forums, steering meetings, and escalations as appropriate.
• Proactively identify issues, create clarity, recommend options, and drive decisions rather than simply reporting status.
• Communicate technical and delivery topics clearly to both technical and non-technical audiences.

Own Delivery and Engagement Health

• Build and maintain the overall engagement plan, milestones, workstreams, dependencies, operating cadence, and delivery governance.
• Own risks, issues, decisions, actions, assumptions, and dependencies through appropriate RAID/RIDAC management.
• Coordinate Cprime consultants, architects, engineers, customer resources, Moveworks/ServiceNow resources, and other partners as one integrated delivery team.
• Manage resource plans, assignments, onboarding, scheduling, and delivery transitions.
• Monitor actual progress against the plan and proactively address deviations, blockers, and competing priorities.
• Ensure clear meeting cadence, follow-up, ownership, and accountability throughout the engagement.
• Lead launch readiness, go/no-go planning, stabilization, transition, and engagement closeout.

Manage Scope, Financials, and Commercial Health

• Understand and manage the Statement of Work, contractual scope, assumptions, deliverables, milestones, and acceptance expectations.
• Identify potential scope expansion, delivery gaps, or change requirements early and manage them transparently with the customer and internal team.
• Monitor engagement budget, burn, forecast, resource utilization, and financial risks.
• Partner with Cprime account and practice leadership when change orders, extensions, additional services, or follow-on opportunities are appropriate.
• Balance customer advocacy with responsible commercial and delivery management.

Guide Moveworks and AI Delivery

• Develop sufficient Moveworks product, implementation, and architecture knowledge to confidently lead customer engagements.
• Understand how Moveworks interacts with enterprise systems such as ServiceNow, knowledge repositories, collaboration platforms, identity solutions, HR systems, and other business applications.
• Help customers and delivery teams identify and prioritize practical, high-value AI and agentic use cases.
• Coordinate technical discovery and facilitate discussions around integrations, knowledge/content, data, security, identity, workflows, and platform readiness.
• Recognize where technical, data, governance, or organizational conditions may create delivery or adoption risks.
• Partner closely with architects, consultants, developers, and Moveworks/ServiceNow specialists without needing to personally own all solution architecture or development.

Drive Adoption and Measurable Outcomes

• Establish success criteria and meaningful measures with customers early in the engagement.
• Ensure implementation planning includes organizational readiness, communications, enablement, training, adoption, and sustainment—not simply technical go-live.
• Use testing, feedback, usage data, and engagement evidence to recommend whether to proceed, adjust, pause, or change approach.
• Help customers connect Moveworks capabilities to measurable improvements in employee experience, self-service, automation, productivity, and operational efficiency.
• Support successful transition from implementation into steady-state ownership, support, optimization, and future roadmap planning.

Strengthen the Practice

• Capture lessons learned, reusable assets, risks, patterns, and implementation practices across customer engagements.
• Contribute to the continued development of Cprime’s Moveworks implementation methodology, templates, playbooks, and delivery standards.
• Share field insights and customer feedback with internal practice leaders and Moveworks/ServiceNow teams.
• Mentor and support delivery team members while helping create a consistent, high-quality customer experience.
• Stay current on Moveworks, ServiceNow, enterprise AI, agentic AI, and evolving implementation practices.

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