AI-Driven SaaS Implementation Lead

ServiceNow; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

ServiceNow is seeking an Implementation Manager to oversee the on-time, on-budget delivery of the Moveworks platform, meeting customer results. You will lead resources, manage tasks, and ensure governance and risk mitigation in collaboration with customers and partners.

You will drive adoption, guide change management, and work with Sales to understand challenges and value delivered, while mentoring teams and championing customer outcomes.

Qualifications

• 4+ years of progressive experience leading software implementations (SaaS preferred) with enterprise customers.

Responsibilities

• Lead customers through initial implementation of Moveworks and new product offerings, often with a services partner.
• Manage engagement governance, timeline, scope, risk, change management, resourcing, and reporting.
• Help customers identify, map, build, and launch agentic workflows that drive business value.
• Provide change management best practices to ensure adoption and organizational readiness.
• Collaborate with Sales, partners, and customers to understand goals and value being delivered.
• Understand customer goals and align deliverables accordingly.
• Be the single point of contact to encourage collaboration and agreement on proposed solutions.
• Mentor team members and partners to achieve engagement deliverables.
• Identify gaps between actuals and plan of record, and drive resolutions.
• Partner with Product to share customer insights for product design and development cycles.
• Collaborate with Customer Success Managers to ensure seamless post-launch transition and support.

Skills

Leadership

Project management

AI integration

Communication

Process improvement

Relationship building

Creativity

Problem solving

Cross-functional collaboration

Travel readiness

Job description

ServiceNow is seeking an Implementation Manager to oversee the on-time, on-budget delivery of the Moveworks platform, meeting customer results. You will lead resources, manage tasks, and ensure governance and risk mitigation in collaboration with customers and partners.

You will drive adoption, guide change management, and work with Sales to understand challenges and value delivered, while mentoring teams and championing customer outcomes.