ServiceNow Engagement Manager

rsm; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

RSM is seeking a ServiceNow Engagement Manager in Toronto to lead end-to-end ServiceNow engagements, from discovery through delivery, while advising clients and aligning programs with business objectives. You will mentor delivery teams, manage senior stakeholder expectations, and drive cross-functional collaboration to ensure high-quality outcomes.

The role emphasizes strategic roadmapping, governance, and opportunity creation within a global ServiceNow practice, with a focus on client value and

Qualifications

• The candidate has 6+ years with ServiceNow and leads implementations or transformative initiatives.
• 5+ years in people management, client management, or delivery leadership.
• Proven track record leading distributed/remote teams and managing stakeholders.
• Ability to translate objectives into ServiceNow solutions and roadmaps.
• Experience as Engagement/Project/Program Manager or similar delivery leadership.
• ServiceNow Certifications or willingness to obtain; ITIL Foundation is preferred.

Responsibilities

• Lead end-to-end ServiceNow engagements from discovery to delivery.
• Act as trusted advisor, manage expectations, risks, and outcomes with senior stakeholders.
• Define objectives and translate into actionable roadmaps and implementation strategies.
• Provide leadership across programs and ensure alignment with client objectives and best practices.
• Lead and mentor cross-functional delivery teams, including remote resources.
• Balance scope, resources, timelines, and business value across engagements.
• Develop opportunities to expand client relationships and drive growth.
• Contribute to proposals, SOWs, and business development activities.
• Build and maintain internal/external relationships to support success and growth.
• Collaborate with practitioners and leadership to strengthen ServiceNow capabilities.

Skills

ServiceNow leadership

Stakeholder management

Communication

Presentation skills

Problem solving

Education

Bachelor's degree in Business, IT, CS

Tools

ServiceNow platform

ITSM

ITOM

CSM

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 s