ServiceNow Engagement Manager

Role Summary

Lead complex ServiceNow transformation programs and drive successful delivery outcomes for enterprise customers. Act as the primary engagement leader responsible for governance, scope, financials, stakeholder management, risk mitigation, and delivery excellence while ensuring alignment to customer business objectives.

Key Responsibilities

• Lead end-to-end delivery of large-scale ServiceNow implementations and transformation programs.
• Own engagement governance, scope, schedule, budget, resource management, risks, and change control.
• Serve as the primary point of contact for customers, partners, and executive stakeholders.
• Drive alignment between business objectives, project deliverables, and measurable outcomes.
• Lead cross-functional delivery teams and ensure adherence to ServiceNow delivery best practices and methodology.
• Identify delivery risks and issues proactively and drive timely resolution.
• Partner with Sales, Customer Success, and Delivery teams to maximize customer value realization.
• Mentor project managers, consultants, and delivery teams throughout the engagement lifecycle.
• Leverage AI-enabled tools and insights to improve delivery efficiency, decision-making, and customer outcomes.

Required Qualifications

• 8+ years of experience in professional services, consulting, or enterprise technology delivery.
• ServiceNow certifications (CSA, CIS, or other workflow certifications) preferred.
• Proven experience leading complex ServiceNow, workflow, or digital transformation programs.
• Strong expertise in program governance, stakeholder management, financial management, and risk mitigation.
• Experience managing executive-level customer relationships.
• Demonstrated ability to lead geographically distributed teams and partner ecosystems.
• Excellent communication, presentation, and negotiation skills.
• Bachelor's degree or equivalent experience.

Additional key responsibilities
Apply ServiceNow Now Create methodology to drive implementation governance, delivery milestones and quality
Leverage ServiceNow SPM for portfolio oversight, resource planning, and financial governance
Oversee AI/Agentic AI initiatives, including Now Assist adoption, ensuring effective delivery and risk management

Additional preferred qualifications
Knowledge of ServiceNow Now Create methodology, and SPM capabilities,

Exposure to generative AI, Agentic AI, and ServiceNow Now Assist
Understanding of AI governance and associated delivery risk
ServiceNow CSA and CIS certifications highly desirable

Notes: AI/agentic AI experience is preferred not mandatory and should not disqualify otherwise qualified candidates