ServiceNow Engagement Manager

Role Summary: -

We are seeking an experienced ServiceNow Engagement Manager to lead complex ServiceNow implementations and enterprise digital transformation programs. The ideal candidate will own end-to-end delivery, client relationships, program governance, financial management, risk mitigation, and stakeholder alignment to ensure successful project outcomes.

Key Responsibilities: -

• Lead end-to-end delivery of large-scale ServiceNow implementations and transformation programs.
• Own engagement governance, scope, timelines, budgets, resource planning, risks, and change control.
• Serve as the primary point of contact for customers, partners, and executive stakeholders.
• Align business objectives with project deliverables and measurable outcomes.
• Lead geographically distributed, cross-functional teams and ensure adherence to ServiceNow delivery best practices.
• Apply the ServiceNow Now Create methodology to manage implementation governance, delivery milestones, and quality.
• Leverage ServiceNow Strategic Portfolio Management (SPM) for portfolio oversight, resource planning, and financial governance.
• Proactively identify delivery risks, resolve escalations, and maintain delivery excellence.
• Collaborate with Sales, Customer Success, and Delivery teams to maximize customer value.
• Mentor project managers, consultants, and delivery teams.
• Support AI-enabled delivery initiatives, including ServiceNow Now Assist and Agentic AI, where applicable.

Required Qualifications: -

• 8+ years of experience in professional services, consulting, enterprise technology delivery, or transformation programs.
• Proven experience leading complex ServiceNow implementations or enterprise workflow transformation initiatives.
• Strong expertise in program governance, scope management, financial oversight, resource planning, and risk mitigation.
• Experience managing executive-level customer relationships and distributed delivery teams.
• Excellent communication, presentation, negotiation, and stakeholder management skills.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications: -

• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist (CIS) certification; relevant specialization preferred.
• Knowledge of ServiceNow Now Create methodology and SPM capabilities.
• Exposure to Generative AI, Agentic AI, and ServiceNow Now Assist.
• Understanding of AI governance, implementation risks, and responsible AI adoption.