ServiceNow Engagement Manager

Position Details

• Job Title: ServiceNow Engagement Manager
• Location: Remote

Role Summary

The Engagement Manager will lead complex ServiceNow transformation programs and take ownership of successful delivery, customer relationships, engagement governance, financial management, risk mitigation, and alignment with enterprise business objectives.

Required Qualifications

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

Preferred Qualifications

• Knowledge of ServiceNow Now Create methodology.
• Experience with ServiceNow SPM and portfolio governance.
• Exposure to Generative AI, Agentic AI, and ServiceNow Now Assist.
• Understanding of AI governance, implementation risks, and responsible AI delivery.
• Experience using AI-enabled tools to improve delivery efficiency and customer outcomes.

Key Responsibilities

• Lead end-to-end delivery of large-scale ServiceNow implementations and transformation programs.
• Own project scope, schedules, budgets, resource planning, governance, risks, issues, and change control.
• Serve as the primary contact for customers, partners, and executive stakeholders.
• Align business objectives with delivery milestones and measurable outcomes.
• Lead cross-functional and geographically distributed delivery teams.
• Apply 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.
• Identify and resolve delivery risks and escalations proactively.
• Partner with Sales, Customer Success, and Delivery teams to maximize customer value.
• Mentor project managers, consultants, and delivery teams.
• Oversee AI-enabled delivery initiatives, including Now Assist adoption and Agentic AI programs, with appropriate governance and risk management.