Senior Engagement Manager

Role: Senior Engagement Manager



Location: Remote



Duration: Long Term



No of positions: 3



Ability to travel up to 50%.

Senior Engagement Managers (EMs) lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes. They are the key point of communication and coordination for the delivery team, keeping the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required. Guide the delivery team in large and complex engagements, frequently collaborating with a Services partner. Apply advanced expertise in project implementation, scheduling, and monitoring techniques to ensure effective, timely execution of moderate to large projects. Build cross-geo, cross-functional, and partner relationships to enhance the ES brand internally and externally. Coach, mentor, and manage service partners, Engagement Managers and Associate Engagement Managers to achieve project deliverables and support the customer s desired business outcomes. Lead the delivery team throughout the engagement, often in collaboration with a services partner. Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered. Understand the goals and align the deliverables accordingly. Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success. Be the single contact to encourage collaboration and customer agreement on proposed solutions. Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results. Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Industry domain expertise in SAAS.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.
• Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
• Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.

Must Have Certifications

• CSM (ServiceNow Customer Service Management)
• ITIL - (Information Technology Infrastructure Library)

Nice to Have

• CSA - ServiceNow Certified System Administrator
• PMP - Project Management Professional

For applications and inquiries, contact:View email address on us.fitly.work