Engagement Manager/Project Manager ServiceNow

TEKsystems; Philadelphia (Philadelphia County); On-site; USD 120,000 - 180,000; Full time

Job summary

TEKsystems is seeking an experienced ServiceNow Engagement Manager II to lead complex transformation programs in the United States. You will manage multidisciplinary teams, drive client value, and ensure outcomes align with contractual commitments.

The role emphasizes delivery excellence, stakeholder communication, and strategic roadmap development across ServiceNow modules. Travel may be required, with a focus on client success and long-term relationships.

Qualifications

• Minimum of 5 years of experience in project management.
• Excellent oral and written communication skills in English.
• Exposure to IT Managed Services and professional services agreements.
• Experience leading ServiceNow transformation programs.
• Ability to manage multiple engagements and cross-functional teams.

Responsibilities

• Oversee engagements with varying delivery models, ensuring objectives are met on time and within budget.
• Lead ServiceNow transformation programs, accountable for outcomes, adoption, governance, and profitability.
• Regularly update clients and internal stakeholders on engagement progress and risks.
• Lead larger engagement teams, mentor resources, and foster collaboration.
• Identify opportunities for upsell/cross-sell in collaboration with sales partners.

Skills

Project management

Client relationship management

English proficiency

Agile methodologies

Budgeting & forecasting

Risk management

Cross-functional leadership

ServiceNow knowledge

Vendor management

Education

Bachelor's Degree or equivalent experience

Tools

ServiceNow platform

CRM systems

Job description

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us?

Here is what the opportunity supported through our TGS Talent Acquisition Team requires:

The ServiceNow Engagement Manager II (EM II) is a delivery leadership position within the TEKsystems Global Services (TGS) organization, responsible for managing one or more engagements or engagement teams at a time. The ServiceNow EM 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. 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.

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. Serve as a delivery leader for ServiceNow
• transformation programs, accountable for customer outcomes, platform adoption, governance,
• budget performance, and stakeholder satisfaction.
• Understand how ServiceNow platform capabilities support enterprise business processes,
• workflow automation, case management, employee experience, customer operations, and

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

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.

Drive 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.

Collaboration:

• Works well with cross-functional teams, fostering a collaborative environment to achieve common goals.

Required Experience:

• Bachelors 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.
• 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.
• Experience leading projects involving one or more ServiceNow products including ITSM, ITOM,
• Catalog, Employee Center, Integrations, Portals, Reports, Dashboards, Workflow Automation,
• and AI-enabled capabilities.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS),
• PMP, PMI-ACP, SAFe, ITIL, or related certifications preferred.
• Experience with Agile methodologies: Scrum, Kanban, SAFe, XP.