Engagement Manager

SFE; Cleveland (OH); Remote; USD 120,000 - 180,000; Full time

Job summary

SFE is seeking an Engagement Manager to lead delivery for large, multi-workstream engagements. The role collaborates with services partners and customers to ensure successful outcomes and strong governance.

The position emphasizes executive communication, risk and issue management, and the application of best-practice methodologies, with up to 50% travel and a remote-friendly setup. Ideal candidates bring extensive delivery experience, ITIL/Scrum knowledge, and a ServiceNow CSA certification,

Qualifications

• 8+ years of progressive professional services experience or equivalent education and experience.
• Industry-domain expertise aligned with the supported workflow.
• Strong executive communication, customer-facing leadership, facilitation, negotiation, collaboration, and stakeholder-management skills.
• Working knowledge of Scrum, ITIL; ServiceNow certifications are optional.

Responsibilities

• Lead the delivery team across large, complex, and multi-workstream engagements, often with services partners.
• Apply advanced project implementation, scheduling, monitoring, and delivery-management expertise to ensure timely execution.
• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting, and financials.
• Build cross-geography, cross-functional relationships that support delivery and strengthen the Expert Services brand.
• Collaborate with Sales, customer, partner, and delivery leadership to align on objectives and value.
• Promote successful delivery using Now Create methodology and ServiceNow guidance.
• Serve as primary contact for delivery coordination, executive updates, and customer agreement on solutions.
• Identify gaps between actual performance and plan; drive corrective actions.
• Coach and mentor services partners, Engagement Managers, and Associate Engagement Managers.
• Communicate delivery status through governance forums and executive updates.

Skills

Delivery leadership

Stakeholder management

Executive communication

Scrum

ITIL

Budget & financial management

Risk management

Change control

Cross-functional collaboration

Vendor/partner management

Travel readiness

Coaching/mentoring

Education

ServiceNow CSA certification

Tools

ServiceNow

Job description

Job Title: Engagement Manager

Location: Remote with 50% Travel

Duration: Full-time Hire

Job Description

Key Responsibilities:

Lead the delivery team across large, complex, and potentially multi-workstream engagements,

frequently in collaboration with services partners.

Apply advanced project implementation, scheduling, monitoring, and delivery-management expertise to maintain effective and timely execution.

Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting, and financials.

Build strong cross-geography, cross-functional, customer, and partner relationships that support delivery and strengthen the Expert Services brand.

Work with the Sales Account Team, customer, partner, and delivery leadership to understand engagement objectives, challenges, issues, and expected value.

Apply the Now Create methodology and ServiceNow prescriptive guidance to promote successful delivery and long-term customer outcomes.

Serve as the primary contact for delivery coordination, executive communication, escalation response, collaboration, and customer agreement on proposed solutions.

Identify gaps between actual performance and the plan of record and drive timely corrective action and resolution.

Coach, mentor, and manage services partners, Engagement Managers, and Associate Engagement Managers.

Communicate a clear delivery story through governance forums, executive updates, status reporting, and difficult customer conversations.

Delivery Lifecycle Expectations

Initiate: Host kickoff workshops, submit resource requests, issue the project plan and workshop schedule, share customer questionnaires with delivery roles, and establish governance forums, including Steering Committees.

Plan: Coordinate customer workshops, maintain risks, issues, decisions, actions, and changes, and direct release and sprint planning with the Business Process Consultant and Technical Consultant.

Execute: Lead governance forums, daily stand-ups, and scope checkpoints; distribute executive status reporting; maintain resource plans and delivery controls; direct escalation responses; coordinate testing and UAT readiness; and define the go-live and transition plan.

Close: Lead or support the customer closeout workshop, conduct lessons learned, review customer feedback, and complete the success story documenting business value and lessons learned.

Qualifications:

8+ years of progressive professional services experience or equivalent education and experience.

Industry-domain expertise aligned with the supported workflow.

Demonstrated success independently leading larg e, complex implementations and multi-team delivery environments.

Advanced expertise in project implementation, scheduling, monitoring, governance, financial management, resource management, risk management, issue resolution, and change control.

Strong executive communication, customer-facing leadership, facilitation, negotiation, collaboration, and stakeholder-management skills.

Proven success driving complex delivery issues through analysis and resolution.

Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum and ITIL certifications are optional.

Required certification: ServiceNow Certified System Administrator (CSA).

ServiceNow certifications aligned with the supported workflow are preferred.

Ability to apply AI tools to streamline workflows, generate insights, and support strategic initiatives.

Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability dto explain their application in customer contexts.

Ability to travel up to 50%.

We are an equal opportunity employer with a diverse workforce.