Engagement Mgr

ServiceNow; Kirkland (WA); On-site; USD 192,000 - 337,000; Full time

Benefits offered by this job

Equity (where applicable)

Health plans

401(k) matching

ESPP

Flexible time away

Family leave programs

Job summary

ServiceNow in the United States seeks an Engagement Manager to ensure on-time, on-budget delivery of the defined solution scope and outcomes. You will work with the customer project team and partners, following NowCreate methodology, to meet business goals and ensure stakeholder buy-in.

As the leader of the delivery team, you will oversee governance, timeline, scope, risk, and finances, coordinating with Sales, partner and customer to understand challenges and drive value.

Qualifications

• Experience integrating AI into work processes, decision-making, or problem-solving.
• 15 years progressive experience in a professional services organization.
• Willingness to travel up to 50%.
• Creative, high-energy, entrepreneurial mindset with ability to run initiatives independently.
• Proven ability to drive complex issues through analysis and resolution.
• Strong cross-functional collaboration and communication skills.
• ServiceNow certification in aligned workflow.

Responsibilities

• Lead the delivery team across engagements, often with a services partner.
• Manage governance, timeline, scope, risk, change management, resourcing, reporting and finances.
• Collaborate with Sales, partner and customer to understand business challenges and value delivered.
• Align deliverables with business objectives and customer outcomes.
• Act as a thought leader applying Now Create methodology for successful delivery and long-term customer success.
• Serve as the single point of contact to drive collaboration and customer buy-in on solutions.
• Coach and mentor teams to achieve engagement deliverables and outcomes.
• Manage multiple projects and large, complex programs.

Skills

AI integration experience

Travel up to 50%

Communication skills

Cross-functional collaboration

Project leadership

Tools

ServiceNow certification in aligned workflow

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

The Engagement Manager is accountable for the on time, on budget delivery of the defined solution scope to meet the customer’s desired business outcomes. This requires the EM to execute the project following ServiceNow’s leading practice methodology, NowCreate working in collaboration with the customer project team and any involved partner, ensuring proper governance is followed to gain stakeholder support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they are clear on the planned tasks, tracking actual progress and managing deviations through appropriate measures.

What you will do:

• Leads the delivery team throughout the engagement, often in collaboration with a services partner.
• Manages the engagement governance, timeline, scope, risk, change management, resourcing, reporting and financials.
• Collaborate with the Sales Account Team, partner and customer to understand the customer and the engagement; including business challenges, keystakeholders, issues and business value being delivered.
• Understands the business objectives and aligns the deliverables accordingly.
• Act as a thought leader, applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement, including long term customer success.
• Accountable for communication and acts as the single point of contact to facilitate collaboration, decision making and customer buy-in on proposed solutions.
• Coaches, mentors and managing Customer Outcomes and/or Partner team members to achieve the engagement’s deliverables and enable the customer’s desired business outcomes.
• Typically manages multiple projects simultaneously
• Identify gaps between actuals and plan of record, propose solutions and drive resolution.Leads the delivery team through large, complex programs, often with multiple workstreams and in collaboration with a services partner
• Supports Business Development efforts for multi-million-dollar engagements
• Manages the largest and most complex programs for Customer Outcomes Strategic Accounts

Qualifications

To be successful in this role you should have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15 years progressive experience as part of a professional services organization
• Ability to travel up to 50%
• Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a “start-up paced” environment
• Demonstrated success driving complex issues through analysis and resolution
• Experience working collaboratively and cross-functionally
• Excellent written and verbal communication skills
• ServiceNow certification in aligned workflow

For positions in this location, we offer a base pay of $192,400 - $336,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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