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The Implementation Manager oversees the on-time, on-budget delivery of the Moveworks platform (ServiceNow's agentic AI offering) to enterprise customers. You will lead customers through initial implementation and new product launches, often collaborating with services partners. Your responsibilities include managing engagement governance, timeline, scope, risk, change management, resourcing, and reporting.
Key responsibilities:
- Lead customers through Moveworks implementation and new product offerings, often in partnership with services providers
- Manage engagement governance, timeline, scope, risk, change management, resourcing, and reporting
- Help customers identify, map, build, and launch agentic workflows that drive business value
- Provide change management best practices to ensure successful adoption and organizational readiness
- Work cross-functionally with Sales, partners, and customers to understand challenges and value delivery
- Align deliverables with customer goals and serve as the single point of contact for collaboration
- Mentor team members and partners to achieve engagement deliverables
- Identify gaps between actuals and plan, proposing and driving solutions
- Partner with Product as a customer champion, sharing field insights for product development
- Ensure seamless transition to post-launch support with Customer Success Managers
- Travel up to 25% of the time
Requirements:
- 4+ years progressive experience leading software implementations (SaaS preferred) with enterprise customers, or equivalent education/experience
- Project management experience including scope control, budgeting, estimating, and resource management
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Ability to creatively propose technical solutions and communicate technical concepts clearly
- Process-focused with strong problem-solving ability
- Experience building strong internal and external relationships, including with senior-level executives
- Comfort running projects independently with creativity
- Experience driving complex issues through analysis and resolution
- Experience working collaboratively across cross-functional teams
- Diplomatic, tactful, and poised under pressure
- Bachelor's degree required
