Implementation Manager - Moveworks

ServiceNow; United States; Hybrid; USD 120,000 - 190,000; Full time

Job summary

ServiceNow is seeking an Implementation Manager to oversee the on-time, on-budget delivery of Moveworks implementations in the United States. You will guide customers through initial deployments and new offerings, coordinating with partners and internal teams to ensure governance, risk management, and value realization.

Responsibilities include mapping agentic workflows, driving change management, and serving as the primary liaison across Sales, Partners, and customers.

Qualifications

• 4+ years progressive experience leading software implementations (SaaS preferred) with enterprise customers; or equivalent education/experience.
• Project management experience including scope control, budgeting, estimating, and resource management.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to creatively propose technical solutions to challenging problems and communicate technical concepts clearly and efficiently.
• Process-focused with strong problem-solving ability—always searching for a smarter, better way to achieve a goal.
• Experience building strong internal and external relationships, including with senior-level executives.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively across cross-functional teams.
• Diplomatic, tactful, and poised under pressure.

Responsibilities

• Lead customers through the initial implementation of Moveworks, often with a services partner.
• Manage engagement governance, timeline, scope, risk, change management, resourcing, and reporting.
• Help customers identify, map, build, and launch agentic workflows that drive business value.
• Provide change management best practices to ensure adoption and readiness.
• Collaborate with Sales, partners, and customers to understand goals, challenges, and value delivered.
• Be the single point of contact to align deliverables with customer expectations.
• Mentor team members and partners to achieve engagement deliverables.
• Identify gaps between actuals and plan, proposing solutions and resolutions.
• Partner with Product to share field insights for design and development cycles.

Skills

Software implementations

Project management

AI integration

Technical communication

Cross-functional collaboration

Education

Bachelor's degree

Job description

The Implementation Manager oversees the on-time, on-budget delivery of the Moveworks platform to meet the customer's desired results. This requires completing projects following leading practice methodology, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain stakeholder support, including risk and issue mitigation. The Implementation Manager is responsible for assembling and leading project resources, ensuring they understand planned tasks, tracking progress, and managing deviations through appropriate measures. What you get to do in this role:

• Lead customers through the initial implementation of Moveworks as well as new product offerings, often in collaboration with a services partner.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, and reporting.
• Help customers identify, map, build, and launch agentic workflows that drive business value.
• Provide change management best practices to ensure successful adoption and organizational readiness.
• Work with Sales, partners, and customers to understand the customer and the engagement, including challenges, issues, and value being delivered.
• Understand customer goals and align deliverables accordingly.
• Be the single point of contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor team members and partners to achieve engagement deliverables and promote the customer's desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Partner with the Product organization as a champion for customers, sharing insights from the field in product design and development cycles.
• Partner with Customer Success Managers to ensure a seamless transition to post-launch engagement and support., 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.
  To be successful in this role you have:
• 4+ years progressive experience leading software implementations (SaaS preferred) with enterprise customers; or equivalent education/experience.
• Project management experience including scope control, budgeting, estimating, and resource management.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to creatively propose technical solutions to challenging problems and communicate technical concepts clearly and efficiently.
• Process-focused with strong problem-solving ability-always searching for a smarter, better way to achieve a goal.
• Experience building strong internal and external relationships, including with senior-level executives.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively across cross-functional teams.
• Diplomatic, tactful, and poised under pressure.
• Bachelor's degree.
• Ability to travel up to 25% of the time.
  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.