Engagement Manager

Centraprise, Corp.; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Centraprise, Corp. is seeking a senior Delivery Leader to oversee large, multi-workstream ServiceNow engagements in the United States. You will champion governance, risk, and successful delivery across cross-functional teams and partners.

You will mentor teams, report to executives, coordinate with sales, and ensure value realization through the Now Create methodology. A CSA certification and deep ITIL/Scrum experience are preferred.

Qualifications

• 8+ years of 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.

Responsibilities

• Lead delivery across large, complex, multi-workstream engagements with services partners.
• Apply advanced delivery-management expertise to ensure timely execution and governance.
• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting, and financials.
• Build cross-geography, cross-functional customer and partner relationships to support delivery and brand.

Skills

8+ years experience

Delivery leadership

Executive communication

Project governance

Scrum

ITIL

CSA certification

AI tools usage

Travel up to 50%

Education

ServiceNow CSA certification

ITIL certification

Scrum Master certification

Tools

ServiceNow

AI tooling

Job description

• 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 kick off 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%.

"Centraprise is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply"