• Build, configure, and maintain the platform improvements defined by our ServiceNow Architect • Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels • Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging • Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types • Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences • Build and maintain Flow Designer flows and business rules that drive catalog task automation • Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog • Support customer onboarding teams with integration testing, troubleshooting, and documentation • Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration • Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements

Role Description Du hast bereits Erfahrung in internationalen Technologie-Schulungen gesammelt und möchtest globale ServiceNow-Rollouts aktiv begleiten? Du willst nicht nur Trainings durchführen, sondern Anwender:innen, Key User und lokale Trainer:innen weltweit befähigen, neue Prozesse und Systeme sicher in der Praxis anzuwenden? Dann melde dich bei uns! Du wirst in einem internationalen ServiceNow-Implementierungsumfeld tätig und arbeitest eng mit globalen Deployment-Teams, Change Management, Kommunikation sowie lokalen Trainer:innen und Key Usern zusammen. Dich erwartet eine verantwortungsvolle Rolle mit internationaler Ausrichtung, klaren Rollout-Strukturen und direktem Einfluss auf den Erfolg globaler ServiceNow-Einführungen. Dabei unterstützt du die Vorbereitung, Durchführung und Nachbetreuung von Trainings im Rahmen weltweiter Deployment-Wellen. - Training & Enablement: Durchführung interaktiver, rollenbasierter Schulungen für Endanwender:innen, Key User und lokale Trainer – virtuell und vor Ort - Train-the-Trainer: Befähigung regionaler und länderspezifischer Trainer:innen, lokalisierte ServiceNow-Trainings eigenständig und wirksam umzusetzen - ServiceNow-Curriculum: Durchführung von Schulungen auf Basis des globalen Curriculums sowie Weitergabe von Feedback an das Curriculum-Entwicklungsteam - Lokalisierung & Rollout: Anpassung von Trainingsmaterialien und Durchführungsmethoden an lokale Geschäftsprozesse, Sprachen und regulatorische Anforderungen - ServiceNow-Prozesse: Aufbau und Pflege eines tiefgehenden Verständnisses für ServiceNow-Funktionalitäten, Workflows und Geschäftsprozesse wie Incident, Change, Request, Knowledge, Asset und HR - Deployment & Readiness: Enge Abstimmung mit globalen Implementierungs-, Change- und Kommunikationsteams zu Deployment-Zeitplänen und Readiness-Meilensteinen - Trainingserfolg: Monitoring von Teilnahme, Lernenden-Engagement und Feedback zur Bewertung der Wirksamkeit und Ableitung konkreter Verbesserungen - Go-live & Hypercare: Unterstützung der Go-live-Vorbereitung, der Post-Go-live-Hypercare sowie Durchführung von Auffrischungsschulungen nach Bedarf Qualifications - Background: Masterabschluss in Business, Informationssystemen, Pädagogik oder einem verwandten Bereich; alternativ Bachelorabschluss mit zusätzlicher einschlägiger Berufserfahrung - Trainingserfahrung: Mehrjährige Erfahrung in der Durchführung von Technologie-Schulungen in einem globalen Umfeld - ServiceNow / ITSM: Idealerweise Erfahrung mit ServiceNow oder einer vergleichbaren ITSM-/ESM-Plattform - Rollout-Know-how: Erfahrung in großen internationalen Rollout-, Deployment- oder Transformationsprojekten - Didaktik & Methoden: Fundierte Kenntnisse in Erwachsenenbildung sowie digitalen Lern- und Trainingsmethoden - Tools: Sicherer Umgang mit virtuellen Trainingstools und LMS-Systemen - Kommunikation: Fähigkeit, komplexe technische Konzepte für unterschiedliche Zielgruppen verständlich und praxisnah zu vermitteln - Arbeitsweise: Strukturierte Priorisierung, hohe Eigenständigkeit und sichere Zusammenarbeit über verschiedene Zeitzonen hinweg - Mobilität: Bereitschaft zu internationaler Reisetätigkeit von ca. 50 % Benefits - Internationale Rolle: Mitarbeit in einem globalen ServiceNow-Rollout mit hoher Sichtbarkeit und direktem Einfluss auf den Projekterfolg - Vielfältige Aufgaben: Spannende Mischung aus Training, Enablement, Change, Deployment, Go-live-Vorbereitung und Hypercare - Gestaltungsspielraum: Möglichkeit, Trainingsformate, Feedbackprozesse und Enablement-Ansätze aktiv weiterzuentwickeln - Professionelles Umfeld: Zusammenarbeit mit globalen Projektteams, lokalen Deployment-Einheiten und unterschiedlichen Stakeholdergruppen - Langfristige Perspektive: Entwicklungsmöglichkeiten in einem modernen, dynamischen Projektumfeld Company Description Wir bieten als IT-Dienstleistungsgruppe alle Kernelemente der digitalen Wertschöpfungskette aus einer Hand – von Beratungsprojekten über Softwareentwicklung bis hin zu IT-Betriebsszenarien. Dabei arbeiten wir mit mehr als 180 Kolleg:innen für den nachhaltigen Erfolg nationaler und internationaler mittelständischer Unternehmen und Konzerne. Klingt nach Deinem nächsten Schritt? Sende uns einfach deinen Lebenslauf an personal@digatus.com Hinweis: Auch wenn du nicht alle Anforderungen erfüllst – wir freuen uns trotzdem über deine Bewerbung! Jetzt bewerben

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. The Client Engagement Delivery Manager is a senior delivery leader responsible for ensuring successful execution of client engagements through strong governance, disciplined delivery, and empowered project leadership. This role serves as a trusted advisor to Sales, Advisory, Delivery and Clients, ensuring delivery outcomes align to business objectives, financial targets, and client expectations. This leader oversees a team of Project Managers, providing direction, coaching, and accountability across the full engagement lifecycle. The Client Engagement Delivery Manager is accountable for delivery quality, client satisfaction, financial performance, and cross-functional alignment, while proactively identifying and mitigating delivery risk. This role balances strategic oversight with people leadership and client-facing engagement at director and executive levels. Additionally, this role is pivotal to supporting process improvement with governance oversite. What You Will Do * Lead and develop a team of Project Managers, setting clear expectations, building delivery maturity, and ensuring consistent project management standards across engagements, practices, and geographies. * Own delivery governance for client engagements, ensuring scope, schedule, budget, risk, and quality are actively managed and communicated throughout the lifecycle. * Serve as an executive escalation point for client, delivery, or resourcing challenges, driving timely resolution while maintaining strong client relationships and confidence. * Partner closely with Sales, Advisory, Delivery, and Services leadership to align delivery strategy with client objectives, services offerings, and financial targets. * Support pre-sales and engagement strategies, including participation in client calls, delivery approach validation, and review of services estimates, assumptions, and risk profiles. * Drive client engagement excellence, acting as a trusted advisor to key stakeholders and engaging with client leadership, including "C-suite" executives, as needed. * Ensure financial accountability across engagements, including utilization, revenue recognition, margin attainment, and forecast accuracy. * Coach and mentor Project Managers on client communication, risk management, financial stewardship, and professional development to meet current and future delivery demands. * Promote continuous improvement and delivery consistency through standard processes, lessons learned, and application of best practices across the delivery organization. * Build and maintain trusted partner relationships to supplement delivery capacity or specialized skills when needed What We Expect of You: * Bachelor's degree and 7+ years of experience delivering enterprise-scale professional services or client engagements, including planning, execution, and governance. Or, 11+ years of equivalent experience delivering large, complex client initiatives. * 3+ years of people leadership experience, directly managing Project Managers or delivery professionals. * Proven ability to lead delivery teams, influence without authority, and drive accountability across cross-functional stakeholders. * Strong experience managing client engagements, including risk, scope, financial performance, and executive communications. * Demonstrated ability to identify, escalate, and resolve delivery, client, and people issues in a calm, solution-oriented manner. * Experience partnering with Sales and Solution teams to support account strategy, services growth, and successful transitions from sales to delivery. * Strong understanding of professional services financials, including utilization, margin, forecasting, and revenue attainment. * Excellent written, verbal, and presentation skills, with the ability to clearly communicate delivery status and recommendations to both internal leaders and external executives. * History of building trust and credibility across diverse teams, functions, and levels, navigating complex interpersonal and organizational dynamics with diplomacy. * Ability to operate effectively in ambiguous, fast-paced environments, managing competing priorities while maintaining delivery quality and client confidence. * Demonstrated ability to apply lessons learned and continuously improve delivery outcomes across teams and engagements. * CDW is committed to being an AI-fluent organization * As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. * About Us * CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. * Together, we Make Amazing Happen. * CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

• Design, develop, and configure ServiceNow solutions to support federal program requirements • Build and maintain custom applications, workflows, business rules, and UI policies • Develop and enhance ServiceNow ITOM functionality • Design, develop, and support ServiceNow portals and web-based user experiences, including Service Portal and/or UI Builder • Collaborate with ServiceNow Architects to implement scalable, standards-based solutions • Participate in Agile and SAFe ceremonies, including sprint planning, reviews, and retrospectives • Perform code reviews and ensure adherence to development standards and best practices • Support platform upgrades, patching, and performance tuning • Troubleshoot and resolve ServiceNow defects and production issues • Ensure configurations and customizations align with federal security and compliance requirements • Contribute to technical documentation and knowledge sharing across the team • Support and enhance ITOM knowledge enablement