AI-Driven Implementation Lead

ServiceNow; City of Albany (NY); Hybrid; USD 116,400 - 192,100; Full time

Benefits offered by this job

Health plans

401(k) match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

Moveworks, now part of ServiceNow, seeks an Implementation Manager to oversee on-time, on-budget delivery of Moveworks platform deployments for enterprise customers. You will assemble and lead resources, monitor progress, and address deviations, while coordinating with customers, partners, and internal teams.

You will drive the adoption of agentic workflows, manage governance and risk, and mentor teams to ensure customer success and value realization.

Qualifications

• Experience leveraging AI to improve work processes and decision making.
• 4+ years leading software implementations (SaaS preferred) with enterprise customers.
• Strong project management skills including scope, budgeting, estimating, and staffing.
• Ability to explain technical concepts clearly and partner with diverse teams.

Responsibilities

• Lead customers through initial Moveworks platform implementations and new offerings.
• Govern engagement scope, timeline, risk, changes, resourcing, and reporting.
• Help customers map and launch agentic workflows delivering business value.
• Provide change management best practices for adoption and readiness.
• Collaborate with Sales, partners, and customers to align goals and value.
• Understand customer goals and ensure deliverables meet them.
• Be the single point of contact to drive collaboration and agreement.
• Mentor team members and partners to achieve engagement outcomes.
• Identify gaps and drive resolutions; work with Product on feedback.
• Partner with Customer Success for a smooth post-launch transition.

Skills

AI integration

Project management

SaaS implementations

Stakeholder management

Cross-functional collaboration

Travel up to 25%

Job description

Moveworks, now part of ServiceNow, seeks an Implementation Manager to oversee on-time, on-budget delivery of Moveworks platform deployments for enterprise customers. You will assemble and lead resources, monitor progress, and address deviations, while coordinating with customers, partners, and internal teams.

You will drive the adoption of agentic workflows, manage governance and risk, and mentor teams to ensure customer success and value realization.