ServiceNow Engagement Director

Title: ServiceNow Engagement Director
Location: Charlotte, NC (REMOTE, with occasional meetings in office)
Duration: 3 year contract 
Work Requirements: , Holders or or Authorized to work in US

The Engagement Director is the senior-most delivery and client leadership role for a complex, outcome-based ServiceNow transformation program. This role holds end-to-end accountability for program execution, financial performance, risk management, and executive stakeholder alignment across a multi-stream platform modernization initiative.

The scope of this engagement—encompassing ServiceNow platform modernization, application-driven transformation, and parallel client team enablement—requires leadership beyond a traditional project or program management function. The Engagement Director serves as the strategic peer to executive sponsors, acting as the single point of contact for the Managed Service and ensuring the holistic health and success of the engagement.

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Strategic Purpose

The Engagement Director operates at the intersection of strategy, execution, and commercial governance. This role ensures that aggressive staffing and delivery plans translate into accelerated delivery velocity and measurable business outcomes. The Engagement Director aligns diverse technical and organizational workstreams to a unified "Service-Aware” vision, avoiding siloed execution and ensuring enterprise-wide value realization from the ServiceNow platform.

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Key Responsibilities

< data-end="1792" data-start="1746">Executive Program & Delivery Leadership

• Own the end-to-end delivery of the ServiceNow Platform Services Alignment roadmap, including execution of the Q1 2026 milestones, the 120-day critical path, and subsequent program phases.

• Orchestrate and integrate multiple concurrent workstreams, including platform modernization, application modernization, data fabric enablement, automation, and organizational change management.

• Ensure delivery excellence, velocity, and quality across all teams while managing interdependencies and constraints.

< data-end="2351" data-start="2303">Executive Stakeholder & Client Leadership

• Serve as the primary executive point of contact and escalation for client leadership and executive sponsors.

• Maintain continuous, active engagement with senior stakeholders, ensuring alignment on vision, priorities, risks, and outcomes.

• Lead executive communications, steering committee forums, and decision-making processes.

• Navigate procurement, contractual, and commercial processes in collaboration with client and internal leadership.

< data-end="2857" data-start="2807">Outcome-Based & Managed Services Leadership

• Lead the transition from a staff augmentation model to a fully operational Managed Services engagement.

• Define, govern, and report on outcome-based KPIs, including:

  • ServiceNow Service Mapping coverage and service visibility

  • Common Service Data Model (CSDM) maturity and adoption

  • Process Mining insights and measurable value realization

• Ensure outcomes are contractually aligned, measurable, and tied to business value.

< data-end="3342" data-start="3304">Risk, Architecture & Governance

• Establish and enforce program governance frameworks, including architectural review boards, decision logs, and escalation paths.

• Own risk management across delivery, architecture, operations, and commercial dimensions.

• Manage and govern "greenfield versus fixed” architectural decisions, ensuring all decisions are documented, approved, and aligned with the Service-Aware platform strategy.

• Ensure compliance with enterprise, regulatory, and security standards.

< data-end="3864" data-start="3820">Financial & Commercial Accountability

• Maintain full financial accountability for the engagement, including budget ownership, forecasting, margin protection, and change management.

• Ensure delivery performance aligns with contractual commitments and outcome-based financial models.

< data-end="4155" data-start="4116">Leadership & Resource Management

• Provide directive leadership to cross-functional delivery teams and partner organizations.

• Drive a culture of accountability, collaboration, and high-performance execution.

• Ensure staffing models, capacity planning, and skill alignment support aggressive delivery timelines and quality standards.

• Coach and mentor senior delivery leaders to sustain long-term program success.

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Required Qualifications

• Extensive experience leading enterprise-scale ServiceNow programs or comparable platform transformations.

• Proven success managing complex, outcome-based and Managed Services engagements.

• Strong executive presence with the ability to influence, challenge, and align C-level and senior executive stakeholders.

• Demonstrated expertise in program governance, risk management, and financial oversight.

• Experience integrating multi-disciplinary delivery teams across technology, data, automation, and change management.

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Preferred Qualifications

• Deep ServiceNow expertise, including ITSM, ITOM, Service Mapping, CSDM, and Process Mining.

• Experience in financial services or other highly regulated enterprise environments.

• Background in transitioning organizations from project-based delivery to managed services operating models.

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Measures of Success

• Successful delivery of program milestones on time and aligned to business outcomes.

• Demonstrable improvement in ServiceNow platform maturity and service awareness.

• Strong executive stakeholder confidence and satisfaction.

• Effective risk management and adherence to financial and governance targets.
  

• Comprehensive medical benefits
• Competitive pay, 401(k)
• Retirement plan
• …and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.