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ServiceNow is seeking a Principal Engagement Manager to oversee the on-time, on-budget delivery of complex, multi-year transformation programs for enterprise customers. This is a director-level role responsible for leading large-scale professional services engagements across multiple workstreams and business units.
Key Responsibilities:
- Lead delivery teams throughout complex engagements, often in collaboration with services partners
- Manage engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials
- Work with Sales Account Teams, Services Account Teams, partners, and customers to understand business challenges and align deliverables with customer goals
- Apply ServiceNow's NowCreate methodology and prescriptive guidance to drive delivery and long-term customer success
- Establish and run program governance across interdependent projects, managing cross-workstream dependencies and conflicting requirements
- Mentor Customer Excellence Group and partner team members to achieve engagement deliverables
- Identify gaps between actuals and plan of record, proposing and driving solutions
- Provide program-level oversight with integrated governance, delivery plans, dependencies, milestones, and executive reporting
- Steer multiple workstreams, stakeholder groups, priorities, and timelines in fast-paced, changing environments
- Identify and progress opportunities to expand services and customer value by connecting stakeholders with Services Sales
- Plan and execute transitions to run or adoption teams against agreed exit criteria
- Engage with customer and SI key stakeholders to build trust and identify opportunities to expand ServiceNow's footprint
The role requires expertise in Agile Delivery Methodology and Agile Scrum Master practices, as well as proficiency with project management tools like Engage Central for capturing risks, issues, dependencies, actions, and changes (RIDAC), status reporting, and project planning.
Requirements:
- 12+ years of progressive experience in a professional services organization (or equivalent education/experience)
- Significant program management experience leading large, multi-year, multi-workstream transformation programs across multiple business units, stakeholder groups, priorities, and timelines
- Demonstrated ability to establish and run program governance, manage cross-workstream dependencies, reconcile conflicting requirements, and communicate effectively with senior customer and internal stakeholders
- Experience leading large-scale and high-risk transformation engagements with successful delivery across complex stakeholder environments
- Strong commercial awareness and track record of identifying and progressing services growth opportunities within existing customer engagements
- 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%
- Creativity and comfort running projects independently
- Experience driving complex issues through analysis and resolution
- Security clearance is highly desirable
