ServiceNow Engagement Manager

Key Responsibilities

• Lead end-to-end delivery of large-scale ServiceNow implementations and transformation programs.
• Own engagement governance, project scope, schedules, budgets, resource planning, and risk management.
• Act as the primary point of contact for customers and executive stakeholders.
• Drive delivery excellence, customer satisfaction, and business value realization.
• Manage geographically distributed cross-functional teams and partner ecosystems.
• Apply the ServiceNow Now Create methodology to manage implementation governance and delivery milestones.
• Leverage ServiceNow SPM (Strategic Portfolio Management) for portfolio oversight, resource planning, and financial governance.
• Oversee AI/Agentic AI initiatives, including ServiceNow Now Assist adoption.
• Mentor project managers, consultants, and delivery teams.

Required Qualifications

• 8+ years of experience in professional services, consulting, or enterprise technology delivery.
• Proven experience managing complex ServiceNow implementations or digital transformation programs.
• Strong expertise in program governance, financial management, stakeholder management, and risk mitigation.
• Experience managing executive-level customer relationships.
• Excellent communication, presentation, and negotiation skills.
• Bachelor's degree or equivalent experience.

Preferred Qualifications

• ServiceNow CSA (Certified System Administrator) OR CIS (Certified Implementation Specialist) certifications.
• Knowledge of ServiceNow Now Create methodology and SPM capabilities.
• Exposure to Generative AI, Agentic AI, and ServiceNow Now Assist.
• Understanding of AI governance and associated delivery risks.

Important Note

ServiceNow CSA and CIS certifications are highly desirable.

AI/Agentic AI and now Assist experience are preferred but not mandatory.

Candidates with strong ServiceNow engagement and delivery management experience should be considered even without AI experience.

Interested Candidates

Please share your updated resume along with relevant ServiceNow certifications and details of your engagement management experience.