ServiceNow Engagement Manager

Experience: 12+ Years (ServiceNow Delivery & Program Management Experience)

Key Responsibilities:

• Lead end-to-end delivery of ServiceNow programs, implementations, enhancements, and managed services engagements.
• Manage project scope, schedules, budgets, governance, risks, dependencies, and stakeholder communications.
• Act as the primary customer-facing leader, ensuring successful delivery and client satisfaction.
• Drive delivery excellence across ServiceNow ITSM, ITOM, ITAM (HAM/SAM), and platform modernization initiatives.
• Coordinate cross-functional teams including architects, developers, administrators, and business stakeholders.
• Establish project governance, status reporting, RAID management, resource planning, and executive communications.
• Support solutioning, estimations, proposals, SOW reviews, and account growth opportunities.

Required Skills:

• Proven experience managing multiple ServiceNow implementation and managed services projects.
• Strong understanding of ITSM, ITOM, ITAM (HAM/SAM), CMDB, Discovery, Service Mapping, and Integrations.
• Experience managing Agile and hybrid delivery models.
• Ability to engage with executive stakeholders and drive strategic discussions.
• Strong financial management, resource planning, risk management, and vendor coordination skills.
• Technical awareness of ServiceNow platform architecture and best practices.

Preferred Certifications:

• ServiceNow CSA (preferred)
• ITIL Foundation / ITIL Managing Professional
• PMP, Prince2, Scrum Master, or equivalent certifications