ServiceNow Engagement Manager

PineQ Lab Technology; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

PineQ Lab Technology seeks a Senior ServiceNow Delivery Leader to drive end-to-end programs across ITSM/ITOM/ITAM and related platforms in the United States. You will serve as the primary contact for customers, guide governance, planning, risk management, and ensure on-time, on-budget delivery with high quality.

You will lead diverse teams, collaborate with executives, manage budgets and forecasts, and pursue value realization and account growth while adhering to best practices and security

Qualifications

• 10+ years of IT consulting or service delivery experience.
• 5+ years ServiceNow leadership experience.
• Strong stakeholder management and executive communication.
• Experience with budgets, forecasts, and delivery governance.
• CSA certification preferred.

Responsibilities

• Serve as primary point of contact for customers and stakeholders throughout the ServiceNow engagement lifecycle.
• Lead end-to-end delivery of ServiceNow programs across ITSM, ITOM, ITAM, CSM, HRSD, SPM, SecOps, AI/GenAI, and other platform solutions.
• Drive engagement governance, project planning, execution, risk management, and successful service delivery.
• Manage customer expectations, escalations, issue resolution, and stakeholder communications at executive and operational levels.
• Collaborate with customers to define business objectives, transformation roadmaps, and value realization strategies.
• Coordinate cross-functional teams including Solution Architects, Technical Consultants, Developers, Business Analysts, and Testing teams.
• Ensure adherence to project scope, schedules, budgets, quality standards, and ServiceNow best practices.
• Monitor project metrics, resource utilization, financials, and delivery performance.
• Support pre-sales activities, effort estimation, proposal creation, solution positioning, and customer presentations.
• Drive adoption of ServiceNow platform capabilities, automation initiatives, and continuous improvement programs.
• Identify opportunities for account growth, additional ServiceNow implementations, upgrades, and managed services engagements.
• Conduct periodic steering committee meetings, status reviews, and executive governance meetings.
• Ensure compliance with organizational, security, and regulatory requirements.
• Mentor and guide delivery teams to achieve high-quality outcomes and customer satisfaction.

Skills

Stakeholder management

ServiceNow leadership

Program management

Agile & Waterfall

Executive presentation skills

Budget planning

Tools

ServiceNow

CSA certification

Job description

Serve as the primary point of contact for customers and stakeholders throughout the ServiceNow engagement lifecycle.

Lead end-to-end delivery of ServiceNow programs across ITSM, ITOM, ITAM, CSM, HRSD, SPM, SecOps, AI/GenAI, and other platform solutions.

Drive engagement governance, project planning, execution, risk management, and successful service delivery.

Manage customer expectations, escalations, issue resolution, and stakeholder communications at executive and operational levels.

Collaborate with customers to define business objectives, transformation roadmaps, and value realization strategies.

Coordinate cross-functional teams including Solution Architects, Technical Consultants, Developers, Business Analysts, and Testing teams.

Ensure adherence to project scope, schedules, budgets, quality standards, and ServiceNow best practices.

Monitor project metrics, resource utilization, financials, and delivery performance.

Support pre-sales activities, effort estimation, proposal creation, solution positioning, and customer presentations.

Drive adoption of ServiceNow platform capabilities, automation initiatives, and continuous improvement programs.

Identify opportunities for account growth, additional ServiceNow implementations, upgrades, and managed services engagements.

Conduct periodic steering committee meetings, status reviews, and executive governance meetings.

Ensure compliance with organizational, security, and regulatory requirements.

Mentor and guide delivery teams to achieve high-quality outcomes and customer satisfaction.

Required Skills & Experience

10+ years of IT consulting or service delivery experience, with 5+ years in ServiceNow leadership roles.

Strong understanding of ServiceNow platform capabilities, implementation methodologies, and best practices.

Experience managing large-scale ServiceNow transformation programs and distributed teams.

Excellent stakeholder management, communication, and presentation skills.

Strong project/program management experience with Agile and Waterfall methodologies.

Ability to manage budgets, forecasts, resource planning, and delivery governance.

ServiceNow certifications (CSA preferred).

Experience working with executive leadership and enterprise customers.