Engagement Manager

SFE; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Remote work

Travel up to 50%

Job summary

SFE is seeking an Engagement Manager to lead large, complex, multi-workstream engagements in a remote role with up to 50% travel. You will steer governance, deliverables, and client communications while coordinating cross-functional teams and service partners to achieve measurable business value.

Ideal candidates have extensive experience in professional services delivery, strong executive communication, and a solid background in Scrum and ITIL frameworks.

Qualifications

• 8+ years of progressive professional services experience or equivalent education and experience.
• Experience leading large, complex multi-workstream engagements.
• Advanced expertise in project implementation, scheduling, monitoring, governance, financial management, resource management, risk management, issue resolution, and change control.
• Strong executive communication and customer-facing leadership skills.
• Proficient with Scrum and ITIL frameworks; CSA certification is required.

Responsibilities

• Lead the delivery team across large, complex engagements, often with services partners.
• Apply project implementation, scheduling, monitoring, and delivery-management expertise to ensure timely execution.
• Manage engagement governance, timeline, scope, risks, issues, and financials.
• Build cross-geography, cross-functional relationships supporting delivery and brand.
• Collaborate with Sales, customer, partner, and delivery leadership to align objectives and value.
• Serve as primary delivery coordination contact and executive communications point.
• Identify gaps between actual performance and plan; drive corrective actions.
• Coach and mentor services partners and junior engagement staff.
• Communicate delivery progress through governance forums and executive updates.

Skills

Executive communication

Stakeholder management

Delivery governance

Multi-team leadership

Risk management

Agile/Scrum

ITIL familiarity

Education

ServiceNow CSA Certification

Tools

ServiceNow

Job description

Please review the JD below and let me know if you would be interested in exploring the opportunity.

Job Description :-

Role:- Engagement Manager

Salary Range - $120K to $150K Per Year Plus Benefits

Location - Remote with 50% Travel

Job Type - Full-Time Hiring

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 large, 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 to explain their application in customer contexts.

Ability to travel up to 50%.