Engagement Mgr

About the role

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.

Responsibilities

• 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, key stakeholders, 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

• 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

Benefits

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.

Pay

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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.