Sr Engagement Manager - ServiceNow

Role: Senior Engagement Manager - ServiceNow

Experience: 10+ years

Job Description:

This role combines delivery leadership, client relationship management, financial accountability, and Agile/Scrum mastery. The ideal candidate will have deep experience with ServiceNow implementations and will serve as a trusted advisor and delivery lead across multiple workstreams.

Key Responsibilities:

Project Delivery & Leadership

- Lead the end-to-end delivery of ServiceNow projects, ensuring alignment with client goals, timelines, and budgets.
- Manage multiple concurrent engagements, each with distinct scope and complexity.
- Oversee project planning, execution, and governance using Agile and Scrum methodologies.
- Facilitate sprint planning, backlog grooming, and retrospectives; serve as Scrum Master for delivery teams.

Client Relationship Management

- Build and maintain strong executive-level relationships with clients, acting as the primary point of contact for delivery.
- Host client workshops to gather requirements, align expectations, and drive consensus on delivery plans.
- Ensure high levels of client satisfaction and proactively address risks and escalations.

Financial Oversight

- Manage project budgets exceeding $1M+, including forecasting, variance analysis, and profitability tracking.
- Review and approve Statements of Work (SOWs), change orders, and resource allocations.
- Monitor utilization and ensure delivery teams are aligned with financial targets.

ServiceNow Expertise

• Provide strategic guidance on ServiceNow platform capabilities across modules such as ITSM, ITOM, HRSD, CSM, and GRC.
  - Collaborate with technical leads and architects to ensure solution integrity and platform scalability.
  - Support platform governance, roadmap development, and value realization initiatives.