Senior Engagement Manager

Role Description

The ServiceNow Senior Engagement Manager serves as an accountable leader for ServiceNow transformation engagements, responsible for achieving contractual outcomes, realizing measurable business value, maintaining delivery excellence, and building long-term customer relationships while leading multidisciplinary teams through complex platform implementations and operational transformations.

Customer-First Mindset

• Serve as a primary delivery leader for ServiceNow transformation programs, accountable for customer outcomes, platform adoption, governance, budget performance, and stakeholder satisfaction.
• Partner with customer executives and business stakeholders to define ServiceNow roadmaps, business objectives, success criteria, and measurable value realization targets.
• Establish governance frameworks that promote platform scalability, security, compliance, operational effectiveness, and alignment with ServiceNow best practices.

Strategic Perspective & Judgment

• Understand how ServiceNow platform capabilities support enterprise business processes, workflow automation, case management, employee experience, customer operations, and digital transformation initiatives.
• Develop long-term platform roadmaps and continuous improvement strategies that maximize business value and platform adoption.

Drives for Results

• Lead Agile delivery execution for ServiceNow programs including backlog governance, sprint planning, release planning, dependency management, and executive reporting.
• Coordinate cross-functional delivery teams consisting of ServiceNow Architects, Business Analysts, Developers, QA resources, and customer stakeholders.
• Monitor project health using delivery metrics, platform adoption metrics, business KPIs, risk indicators, and value realization measurements.

ServiceNow Platform Leadership

• Working knowledge of ServiceNow implementation methodologies, delivery frameworks, governance models, and platform best practices.
• Lead projects involving one or more ServiceNow products including ITSM, ITOM, ITAM, CSM, FSO, SPM, HRSD, SecOps, IRM/GRC, CMDB, Knowledge Management, Service Catalog, Employee Center, Integrations, Portals, Reports, Dashboards, Workflow Automation, and AI-enabled capabilities.
• Utilize experience supporting ServiceNow program governance including release management, platform standards, testing strategies, deployment planning, and organizational change management.
• Ability to partner effectively with ServiceNow architects and technical teams to evaluate solution approaches, manage delivery risks, and drive successful platform outcomes.

Qualifications

• ServiceNow implementation, consulting, managed services, or platform transformation experience strongly preferred.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), PMP, PMI-ACP, SAFe, ITIL, or related certifications preferred.

Requirements

• Intermediate Level
• This is a Permanent position based out of Hanover, MA.

Benefits

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Jul 23, 2026.