ServiceNow Engagement Manager

K&K Global Talent Solutions Inc. is an international recruiting agency that has been providing technical resources in the Canada and the USA region since 1993.

This position is with one of our clients in USA, who is actively hiring candidates to expand their teams.

Job Title: ServiceNow Engagement Manager

Location: Remote with 50% Travel

Position type: Full time/Permanent

Job Description

Key Responsibilities:

• Lead the delivery team across large, complex, and potentially multi-workstream engagements,

frequently in collaboration with services partners.

• Apply advanced project implementation, scheduling, monitoring, and delivery-management

expertise to maintain effective and timely execution.

• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting,

and financials.

• Build strong cross-geography, cross-functional, customer, and partner relationships that support

delivery and strengthen the Expert Services brand.

• Work with the Sales Account Team, customer, partner, and delivery leadership to understand

engagement objectives, challenges, issues, and expected value.

• Apply the Now Create methodology and ServiceNow prescriptive guidance to promote

successful delivery and long-term customer outcomes.

• Serve as the primary contact for delivery coordination, executive communication, escalation

response, collaboration, and customer agreement on proposed solutions.

• Identify gaps between actual performance and the plan of record and drive timely corrective action

and resolution.

• Coach, mentor, and manage services partners, Engagement Managers, and Associate Engagement

Managers.

• Communicate a clear delivery story through governance forums, executive updates,

status reporting, and difficult customer conversations.

Delivery Lifecycle Expectations

• Initiate: Host kickoff workshops, submit resource requests, issue the project plan and

workshop schedule, share customer questionnaires with delivery roles, and establish

governance forums, including Steering Committees.

• Plan: Coordinate customer workshops, maintain risks, issues, decisions, actions, and changes,

and direct release and sprint planning with the Business Process Consultant and Technical Consultant.

• Execute: Lead governance forums, daily stand-ups, and scope checkpoints; distribute

executive status reporting; maintain resource plans and delivery controls; direct escalation

responses; coordinate testing and UAT readiness; and define the go-live and transition plan.

• Close: Lead or support the customer closeout workshop, conduct lessons learned,

review customer feedback, and complete the success story documenting business value

and lessons learned.

Qualifications:

• 8+ years of progressive professional services experience or equivalent education and experience.

• Industry-domain expertise aligned with the supported workflow.

• Demonstrated success independently leading larg e, complex implementations and

multi-team delivery environments.

• Advanced expertise in project implementation, scheduling, monitoring, governance,

financial management, resource management, risk management, issue resolution, and change control.

• Strong executive communication, customer-facing leadership, facilitation, negotiation,

collaboration, and stakeholder-management skills.

• Proven success driving complex delivery issues through analysis and resolution.

• Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum and

ITIL certifications are optional.

• Required certification: ServiceNow Certified System Administrator (CSA).

ServiceNow certifications aligned with the supported workflow are preferred.

• Ability to apply AI tools to streamline workflows, generate insights, and support strategic initiatives.

• Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability

dto explain their application in customer contexts.

• Ability to travel up to 50%.