Senior Engagement Manager

Senior Engagement Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Senior Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.

Lead the delivery team throughout the engagement, often in collaboration with a services partner.

Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.

Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.

Understand the goals and align the deliverables accordingly.

Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success.

Be the single contact to encourage collaboration and customer agreement on proposed solutions.

Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.

Lead the delivery team throughout large complex engagements, often in collaboration with a services partner.

Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

To be successful in this role you have :

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

8+ years progressive experience as part of a professional services organization; or equivalent education / experience

Ability to travel up to 50%

Industry domain expertise in

Creativity with comfort running projects independently

Success driving complex issues through analysis and resolution

Experience working collaboratively

ServiceNow certifications in aligned workflow

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