ServiceNow Engagement Manager

RSM Canada Operations ULC; Toronto; On-site; CAD 143,000 - 263,000; Full time

Job summary

RSM Canada Operations ULC in Toronto seeks a ServiceNow Engagement Manager to lead end-to-end consulting engagements, build trusted relationships with senior stakeholders, and drive growth of the ServiceNow practice.

The role partners with sales, delivery, and leadership to plan roadmaps, manage cross-functional teams (including remote resources), and ensure high-quality delivery of ServiceNow solutions that align with client objectives.

Qualifications

• 6+ years of experience with ServiceNow, including leading implementations or transformations
• 5+ years in people management, client management, or delivery leadership
• Proven ability to manage distributed/remote teams and client relationships
• Experience translating strategic objectives into ServiceNow roadmaps and solutions
• Experience as Engagement/Project/Program Manager on ServiceNow implementations
• Strong communication, presentation, and stakeholder management skills

Responsibilities

• Lead end-to-end ServiceNow engagements from discovery to delivery
• Act as trusted advisor to clients and manage expectations and risks
• Define strategic objectives and translate into ServiceNow roadmaps
• Provide leadership across ServiceNow programs ensuring value and best practices
• Mentor cross-functional delivery teams including remote resources
• Identify opportunities to expand client relationships and drive growth
• Contribute to proposals, statements of work, and client pursuits
• Build and maintain relationships to support practice growth and success
• Collaborate with practitioners and leadership to strengthen capabilities
• Demonstrate business acumen and connect ServiceNow to client value

Skills

ServiceNow

Client management

Delivery leadership

Stakeholder management

People management

Communication

Education

Bachelor's degree in Business/Information Technology/Computer Science

ServiceNow Certified System Administrator

ServiceNow Certified Implementation Specialist

ITIL Foundation

Job description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients.

You’ll find an environment that inspires and empowers you to thrive both personally and professionally.

There’s no one like you and that’s why there’s nowhere like RSM.

The ServiceNow Engagement Manager is a key member of the ServiceNow practice, focused on delivering high-quality client engagements, strengthening client relationships, and supporting the growth and development of the ServiceNow practice.

This role partners closely with sales, delivery, alliance, and practice leadership to support go-to-market activities, successful project delivery, and the development of high-performing ServiceNow talent.

The Manager is responsible for the successful execution of client engagements, team leadership, and identifying opportunities to expand client relationships and drive continued growth of the ServiceNow practice.

Responsibilities

• Lead the end-to-end delivery of ServiceNow consulting engagements, from initial discovery and solution planning through implementation and delivery.
• Serve as a trusted advisor to clients, developing strong relationships with senior stakeholders and effectively managing expectations, priorities, risks, and outcomes.
• Partner with clients to define strategic objectives, identify business and technology challenges, and translate those objectives into actionable ServiceNow roadmaps and implementation strategies.
• Provide strategic and operational leadership across ServiceNow programs, ensuring solutions align with client business objectives, enterprise technology strategies, and ServiceNow best practices.
• Lead and mentor cross-functional ServiceNow delivery teams, including distributed and remote resources, fostering a culture of collaboration, accountability, and high-quality delivery.
• Manage competing client priorities across multiple engagements and proactively balance scope, resources, timelines, and business value.
• Identify opportunities to expand client relationships by connecting successful delivery outcomes to broader business and technology needs.
• Lead and contribute to proposals, statements of work, solution development, presentations, and other business development activities.
• Develop and maintain a strong network of internal and external relationships to support client success, practice growth, and broader firm strategic objectives.
• Collaborate with ServiceNow practitioners, technical teams, and firm leadership to develop innovative solutions and strengthen the firm’s ServiceNow consulting capabilities.
• Demonstrate strong business acumen and the ability to connect ServiceNow capabilities to broader organizational challenges, helping clients realize measurable business value from their investments.

Required Qualifications

• 6+ years of experience working with the ServiceNow platform, including experience leading implementations or transformation initiatives.
• 5+ years of experience in people management, client management, engagement management, or consulting delivery leadership.
• Proven experience leading distributed or remote teams and managing relationships with clients and senior stakeholders.
• Demonstrated ability to help clients define strategic vision, business objectives, and technology roadmaps, with the ability to translate those objectives into actionable ServiceNow solutions.
• Previous experience serving as an Engagement Manager, Project Manager, Program Manager, or similar delivery leadership role on ServiceNow implementations.
• Strong understanding of ServiceNow capabilities, implementation methodologies, and platform best practices.
• Experience identifying business problems, developing business strategies, and/or identifying opportunities to drive client value and business growth.
• ServiceNow Certified System Administrator certification or willingness to obtain.
• Strong communication, presentation, problem-solving, and stakeholder management skills.

Preferred Qualifications

• Previous experience in a management or leadership role within a consulting environment.
• Experience leading large-scale or complex ServiceNow transformation programs.
• ServiceNow Certified Implementation Specialist certification(s).
• ITIL Foundation certification.
• Experience with ServiceNow modules such as ITSM, ITOM, CSM, HRSD, SecOps, GRC, or other relevant ServiceNow products.
• Experience contributing to business development, account growth, proposals, and client pursuits.
• Experience working with C-suite and senior business/technology stakeholders.
• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.

At RSM, we offer a competitive benefits and compensation package for all our people.We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership.

RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [e-mail].

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $103,500 - $190,100. Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.

Why work at RSM?

At RSM, we accomplish meaningful work and make an impact on the world around us. We work hard to fully understand our clients and work even harder to understand and identify your unique skills. We celebrate the differences among us and empower our talented professionals to grow forward, both personally and professionally. Our clients benefit from fresh insights and energy as we collaborate to support them, and our teams enjoy a work environment that inspires and empowering them to thrive.