Engagement Manager

ServiceNow Engagement Manager

We are seeking an experienced ServiceNow Engagement Manager to own end-to-end client relationships and delivery of large-scale ServiceNow transformations. This person will serve as the primary client-facing leader, managing both the business relationship and project execution for complex enterprise programs. Engagement Managers in our team are accountable for ensuring success across scope, schedule, budget, and client satisfaction, while building trusted relationships with executive stakeholders.

Key Responsibilities:

• Lead complex ServiceNow implementations from discovery through go-live and optimization.
• Serve as the primary relationship manager for key client accounts.
• Coordinate and manage cross-functional delivery teams of 5–15 technical resources.
• Manage project budgets, timelines, scope, and stakeholder expectations.
• Participate in pre-sales activities and support proposal development.
• Mentor junior engagement managers and contribute to practice development.
• Drive client satisfaction and identify expansion opportunities.

Required Qualifications (Must-Have):

• ServiceNow Experience: 5+ years managing enterprise ServiceNow implementations across multiple modules (ITSM, ITOM, HRSD, CSM).
• Project Leadership: Proven track record leading technology projects with budgets >$1M and teams of 10+ resources.
• ServiceNow Certifications: Certified Implementation Specialist (CIS) in at least two modules (non-negotiable).
• Enterprise Client Experience: Direct experience with large enterprises ($1B+ revenue).
• Executive Presence: Strong communication skills with ability to influence C-level stakeholders.
• ITIL Knowledge: Solid understanding of IT Service Management principles and ITIL processes.

Preferred Qualifications:

• ServiceNow CSA and/or additional CIS certifications.
• Background in management consulting or professional services.
• PMP, Prince2, or equivalent project management certification.
• Industry expertise in Telecom, Legal, Healthcare, or Manufacturing.
• Experience with Agile/Scrum methodologies.
• Pre-sales or business development experience.

What We Value:

• Strategic thinking with attention to detail.
• Relationship-building abilities.
• Collaborative leadership style.
• Continuous learning mindset.
• Adaptability and problem-solving skills.
• Client service orientation.

Red Flags (Please Screen Out):

• Candidates with only project management experience and no ServiceNow hands-on knowledge.
• Those uncomfortable with client-facing responsibilities or executive interaction.
• Rigid waterfall-only mindset without Agile experience.
• Poor communication skills or inability to translate technical concepts to business stakeholders.

Interview Process:

• Week 1: Initial phone screen (focus on ServiceNow experience and cultural fit).
• Week 1–2: Technical interview including ServiceNow case study presentation.
• Decision & Offer: Within 1 week of final interview.

What We Offer:

• Boutique firm environment with direct access to leadership and decision-making.
• Opportunity to gain diverse experience across the ServiceNow platform.
• Close-knit team culture with significant growth potential.
• Direct client interaction and relationship-building opportunities.
• Less bureaucracy and more agility than larger firms.
• Comprehensive professional development support (conference attendance, certifications).
• Chance to shape our practice and processes as we grow.