ServiceNow Engagement Manager

K&K Global Talent Solutions INC.; Cincinnati (OH); Remote; USD 120,000 - 180,000; Full time

Job summary

K&K Global Talent Solutions Inc. is seeking a ServiceNow Engagement Manager to lead delivery for large, complex engagements with remote work and 50% travel.

You will drive governance, scope, risks, and budgets while coordinating with clients, partners, and sales teams to achieve defined outcomes. Ideal candidates have 8+ years in professional services, strong cross-functional leadership, and familiarity with Scrum, ITIL, and ServiceNow practices.

Qualifications

• 8+ years of professional services experience or equivalent.
• Industry-domain expertise aligned with supported workflow.
• Proven success leading large, multi-team delivery environments.
• Strong governance, financials, resource management, and stakeholder skills.
• Familiarity with Scrum, ITIL, and ServiceNow methodologies (certifications optional).

Responsibilities

• Lead delivery teams across large, multi-workstream engagements.
• Apply advanced project management, scheduling, monitoring, and delivery governance.
• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting, and financials.
• Build cross-geography, cross-functional relationships that support delivery and brand.
• Work with Sales, customer, partner and delivery leadership to meet objectives and value.
• Apply Now Create methodology to promote successful delivery and customer outcomes.
• Serve as primary contact for delivery coordination, executive updates, and escalation response.
• Identify gaps between actual performance and plan; drive timely corrective action.

Skills

Delivery governance

Stakeholder management

Risk management

Resource management

Change control

Executive communication

Cross-functional collaboration

Project management

Mentoring / coaching

AI workflow guidance

Tools

Scrum

ITIL

ServiceNow platform

Job description

K&K Global Talent Solutions Inc. is an international recruiting agency that has been providing technical resources in the Canada and the USA region since 1993.

This position is with one of our clients in USA, who is actively hiring candidates to expand their teams.

Job Title: ServiceNow Engagement Manager

Location: Remote with 50% Travel

Position type: Full time/Permanent

Job Description

Key Responsibilities:

• 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 kickoff 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 larg e, 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, 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.

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 dto explain their application in customer contexts.