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Salary: USD 192,400 - 336,700 / annual
ServiceNow is seeking an Engagement Manager to lead the on-time, on-budget delivery of defined solution scopes for customer engagements. The role is accountable for executing projects using ServiceNow's NowCreate methodology while collaborating with customer teams, partners, and internal resources to achieve desired business outcomes.
Key Responsibilities:
- Lead delivery teams throughout engagements, often in collaboration with services partners
- Manage engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials
- Collaborate with Sales Account Teams, partners, and customers to understand business challenges, key stakeholders, and business value delivery
- Align deliverables with business objectives
- Act as a thought leader applying NowCreate methodology and prescriptive guidance to drive successful delivery and long-term customer success
- Serve as the single point of contact to facilitate collaboration, decision-making, and customer buy-in on proposed solutions
- Coach, mentor, and manage Customer Outcomes and/or Partner team members to achieve engagement deliverables
- Manage multiple complex projects simultaneously
- Identify gaps between actuals and plan of record, propose solutions, and drive resolution
- Lead delivery teams through large, complex programs with multiple workstreams
- Support Business Development efforts for multi-million-dollar engagements
- Manage the largest and most complex programs for Customer Outcomes Strategic Accounts
Requirements:
- 15 years of progressive experience in a professional services organization
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (including AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact)
- Ability to travel up to 50%
- Creative, high-energy, entrepreneurial spirit with comfort running initiatives and programs independently in a start-up-paced environment
- Demonstrated success driving complex issues through analysis and resolution
- Experience working collaboratively and cross-functionally
- Excellent written and verbal communication skills
- ServiceNow certification in aligned workflow
