AI-Driven SaaS Implementation Lead

ServiceNow; United States; Hybrid; USD 120,000 - 190,000; Full time

Job summary

ServiceNow is seeking an Implementation Manager to oversee the on-time, on-budget delivery of Moveworks implementations in the United States. You will guide customers through initial deployments and new offerings, coordinating with partners and internal teams to ensure governance, risk management, and value realization.

Responsibilities include mapping agentic workflows, driving change management, and serving as the primary liaison across Sales, Partners, and customers.

Qualifications

• 4+ years progressive experience leading software implementations (SaaS preferred) with enterprise customers; or equivalent education/experience.
• Project management experience including scope control, budgeting, estimating, and resource management.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to creatively propose technical solutions to challenging problems and communicate technical concepts clearly and efficiently.
• Process-focused with strong problem-solving ability—always searching for a smarter, better way to achieve a goal.
• Experience building strong internal and external relationships, including with senior-level executives.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively across cross-functional teams.
• Diplomatic, tactful, and poised under pressure.

Responsibilities

• Lead customers through the initial implementation of Moveworks, 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 readiness.
• Collaborate with Sales, partners, and customers to understand goals, challenges, and value delivered.
• Be the single point of contact to align deliverables with customer expectations.
• Mentor team members and partners to achieve engagement deliverables.
• Identify gaps between actuals and plan, proposing solutions and resolutions.
• Partner with Product to share field insights for design and development cycles.

Skills

Software implementations

Project management

AI integration

Technical communication

Cross-functional collaboration

Education

Bachelor's degree

Job description

ServiceNow is seeking an Implementation Manager to oversee the on-time, on-budget delivery of Moveworks implementations in the United States. You will guide customers through initial deployments and new offerings, coordinating with partners and internal teams to ensure governance, risk management, and value realization.

Responsibilities include mapping agentic workflows, driving change management, and serving as the primary liaison across Sales, Partners, and customers.