Engagement Manager II (Enterprise Service Modernization)

TEK Systems; United States; On-site; USD 105,000 - 150,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Paid time off

Job summary

TEKsystems is seeking an Engagement Manager II to lead ServiceNow transformation engagements for complex platform implementations. You will manage delivery teams, ensure outcomes, and maintain client relationships while driving measurable business value.

You will oversee budgets, schedules, and governance, while partnering with executives to define roadmaps and success criteria. The role includes travel as needed and a focus on high-quality service delivery.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 5+ years of experience in project management.
• Excellent oral and written communication skills (English).
• Analysis and problem-solving skills.
• Time management and organizational skills.
• People management skills.
• Experience in project management fundamentals or as an acting Scrum Master.
• Exposure to professional services agreements incl. change management.
• Exposure to IT Managed Services, PM certifications (PMP, PRINCE2), and related training.
• Demonstrated project risk analysis and mitigation skills.

Responsibilities

• Oversee engagements and delivery models to ensure objectives are achieved, on schedule and within budget.
• Develop long-term platform roadmaps and continuous improvement strategies.
• Coordinate cross-functional delivery teams including architects, analysts, developers, and QA.
• Provide regular progress updates to stakeholders and manage risks and issues.
• Drive client satisfaction, retention, and value realization.
• Participate in business development through upsell/cross-sell opportunities.

Skills

Project management

Communication

Analytical thinking

Time management

People management

Risk analysis

Agile/Scrum exposure

Education

Bachelor’s degree

Job description

Overview

The Engagement Manager II (EM II) is a delivery leadership position within the TEKsystems Global Service’s (TGS) organization, responsible for managing one or more engagements or engagement teams at a time. The EM II is responsible for managing customer experience through regular check-ins and timely updates on engagement progress. The EM II ensures high quality service delivery and a high level of client satisfaction that aligns with client success criteria. The role quantifies the business benefits of engagement outcomes throughout the engagement lifecycle. This position requires strong project management skills, proficiency in relevant technical practices, and a proven track record of successful client engagements. The role is measured by customer satisfaction, customer retention/expansion, financial targets achieved, and billable utilization for all engagements in their portfolio. This role may require travel several times per year.

The ServiceNow Engagement Manager II serves as an accountable leader for ServiceNow transformation engagements, responsible for achieving contractual outcomes, realizing measurable business value, maintaining delivery excellence, and building long term customer relationships while leading multidisciplinary teams through complex platform implementations and operational transformations.

Responsibilities

Essential Job Duties and Responsibilities:

• Advanced Engagement Management: Oversee engagements varying delivery models, to ensure that objectives are achieved, delivered according to schedule, and within budget. Additionally, ensuring that internal compliance requirements are fulfilled. Provides strategic value to clients and engagements consistently.
• Strategic Client Relationship Management: Builds rapport and maintains relationships with client stakeholders to understand their long-term goals and align services accordingly.
• Understand how ServiceNow platform capabilities support enterprise business processes, workflow automation, case management, employee experience, customer operations, and digital transformation initiatives.
• Develop long term platform roadmaps and continuous improvement strategies that maximize business value and platform adoption.
• Stakeholder Communication: Regularly informing internal and external stakeholders about the progress, challenges, and results of engagement activities.
• Financial Management: Managing the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability.
• Resource Allocation and Optimization: Ensuring efficient utilization of resources across engagements, optimizing team performance and engagement outcomes.
• Risk Management and Mitigation: Identifying potential risks early and implementing strategies to mitigate them, ensuring engagement stability.
• Performance Reporting: Preparing detailed performance reports and presenting them to senior management and clients.
• Team Leadership and Development: Leading larger engagement teams, mentoring resources, and fostering a collaborative team environment.
• Client Satisfaction and Retention: Focusing on client satisfaction and retention by delivering high-quality services and addressing any issues promptly.
• Business Development: Identifying opportunities and collaborating with sales partners for upselling and cross-selling, aiding in organic business growth.

Behavioral Competencies and Responsibilities:

• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information, to effectively solve problems.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Communicates Effectively: Develops and delivers multimode communications that convey a clear understanding of the unique needs of different audiences. Actively listens to understand customer needs and articulate solutions options clearly.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Takes a consultative approach to propose solutions that benefit the customer and solves their business needs being a trusted partner and advisor.
• Serve as a delivery leader for ServiceNow transformation programs, accountable for customer outcomes, platform adoption, governance, budget performance, and stakeholder satisfaction.
• Partner with customer executives and business stakeholders to define ServiceNow roadmaps, business objectives, success criteria, and measurable value realization targets.
• Establish governance frameworks that promote platform scalability, security, compliance, operational effectiveness, and alignment with ServiceNow best practices.
• Drives Results: Creates a climate where people are motivated to do their best to help the organization achieve its objectives. Hosts regular meetings with the team and encourages input from others.
• Lead Agile delivery execution for ServiceNow programs including backlog governance, sprint planning, release planning, dependency management, and executive reporting.
• Coordinate cross-functional delivery teams consisting of ServiceNow Architects, Business Analysts, Developers, QA resources, and customer stakeholders.
• Monitor project health using delivery metrics, platform adoption metrics, business KPIs, risk indicators, and value realization measurements.
• Collaboration: Works well with cross-functional teams, fostering a collaborative environment to achieve common goals.

Qualifications

Required Experience:

• Bachelor’s Degree or equivalent experience.
• Minimum of 5 years of experience in project management.
• Excellent oral and written communication skills (English language).
• Analysis and problem-solving skills.
• Time management and organizational skills.
• People management skills.
• Experience in project management fundamentals or as an acting Scrum Master.
• Exposure to professional services agreements including the change management process.
• Exposure to IT Managed Services, project management classes, and other IT certifications.
• Demonstrated project risk analysis and mitigation skills.

Preferred Experience:

• Experience in the IT Professional Services industry.
• Knowledge of CRM systems and customer engagement strategies.
• Certification in project management (PMP, PRINCE2, etc.).
• Experience with Agile methodologies: Scrum, Kanban, SAFe, XP.

***Posting Close Date: *10/27/2026**

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

US Salary range: $105,000 - $150,000 Potential bonus up to: $20,000

Compensation will be determined based on a variety of factors which may include, but are not limited to, education, experience, skills, and geographic location. As an internal Allegis Employee exploring roles within TEKsystems Global Services, hiring eligibility and maintaining existing ancillary benefits are subject to change with transfer from one role to another. Please reach out to Talent Mobility for specific questions: [e-mail].

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
• https://www.teksystems.com/en/careers/benefits