ServiceNow Engagement Manager

Envision Technology Solutions; United States; Hybrid; USD 110,000 - 160,000; Full time

Job summary

Envision Technology Solutions is seeking an Engagement Manager to lead complex, multi‑workstream service engagements and drive lasting customer success. You will bridge sales, delivery, partners, and executives to ensure exceptional project execution.

The role emphasizes delivery leadership, governance, and cross‑functional stakeholder management, with a focus on aligning outcomes and governance practices across geographies.

Qualifications

• 6–8 years of progressive professional services experience leading complex engagements.
• Proven ability to manage multi‑workstream delivery across geographies.
• Strong executive‑level communication and stakeholder management.
• Working knowledge of Scrum, ITIL, and Now Create methodology; relevant certifications are a plus.
• ServiceNow CSA certification preferred; additional workflow certs are a plus.
• Ability to apply AI tools to streamline workflows and derive insights.

Responsibilities

• Delivery Leadership: Lead delivery teams across large, complex engagements with partners.
• Project Governance: Oversee timelines, scope, risks, issues, and financials.
• Methodology & Best Practices: Apply Now Create guidance for successful delivery.
• Stakeholder Management: Communicate with executives; coordinate escalation responses.
• Performance & Oversight: Identify gaps and drive timely corrective actions.
• Mentorship: Coach associates, managers, and partners.

Skills

Delivery leadership

Stakeholder management

Executive communication

Project governance

Risk & issue resolution

Financial management

Change control

Mentorship

AI awareness

Tools

ServiceNow

Scrum

ITIL

Job description

Location: Cincinnati, OH (Hybrid/On‑site with up to 50% travel)

Experience: 6–8 Years

Certifications Required: ServiceNow Certified System Administrator (CSA). Additional ServiceNow workflow certifications are preferred.

Job Description

We are seeking a seasoned and dynamic Engagement Manager to lead complex, multi‑workstream service engagements and drive long‑term customer success. In this role, you will act as the primary bridge between sales, delivery teams, services partners, and executive stakeholders to ensure exceptional project execution.

Key Responsibilities:

• Delivery Leadership: Lead delivery teams across large, complex, and potentially multi‑workstream engagements in close collaboration with service partners.
• Project Governance: Manage engagement governance, timelines, scope, risks, issues, change control, resource allocation, status reporting, and financials.
• Methodology & Best Practices: Apply the Now Create methodology and ServiceNow prescriptive guidance to promote successful delivery and alignment with customer outcomes.
• Stakeholder Management: Build strong cross‑geography and cross‑functional relationships; serve as the primary point of contact for executive communication, escalation responses, and delivery coordination.
• Performance & Oversight: Identify performance gaps against the plan of record and drive timely corrective actions.
• Mentorship: Coach, mentor, and guide associate managers, team members, and service partners.

Delivery Lifecycle Expectations:

• Initiate: Host kickoff workshops, submit resource requests, establish project plans, workshop schedules, and governance structures (including Steering Committees).
• Plan: Coordinate customer workshops, manage risks/issues logs, and direct release and sprint planning alongside Business Process and Technical Consultants.
• Execute: Lead governance forums, daily stand‑ups, and scope checkpoints; distribute executive status reports; coordinate testing, UAT readiness, and go‑live plans.
• Close: Lead closeout workshops, conduct lessons learned reviews, and complete success stories documenting business value.

Qualifications & Requirements:

• Experience: 6–8 years of progressive professional services experience managing complex implementations and multi‑team delivery environments.
• Core Expertise: Advanced skills in project scheduling, financial management, risk management, issue resolution, governance, and change control.
• Communication: Strong executive‑level communication, customer‑facing leadership, facilitation, negotiation, and stakeholder management skills.
• Methodologies: Working knowledge of Scrum, ITIL, and the Now Create methodology (relevant certifications are a plus).
• AI Acumen: Ability to apply AI tools to streamline workflows, generate insights, and explain core AI concepts and ethical considerations in customer contexts.