Engagement Manager



Full time

Customer Service


Apr 15


Engagement Manager


Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Team

The ServiceNow professional services team, Customer Outcomes, works with our customers to help them achieve their business outcomes by providing prescriptive guidance and expert services. As part of the Customer Outcomes team, you will work with our customers and partners to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The role of the Senior Engagement Manager is to deliver successful customer outcomes, to drive and deliver immediate and measurable value and to act as the primary customer contact for the professional services provided by ServiceNow. The Senior Engagement Manager champions the ServiceNow implementation methodology across large/multiple projects, builds and leads high performing teams and mentors/coaches other Engagement Managers.

About you

Preferred that you have managed and implemented ServiceNow's solutions in your career achieving a senior level position and gaining a successful track record in enterprise software deployment and organizational transformations. You will have demonstrated the ability to become a trusted advisor to senior customer leaders and to facilitate customer success, from establishing and delivering business value to advising and defining successful delivery strategies, including governance frameworks and management of large enterprise projects/programs. You have also demonstrated a willingness to participate in and support the project/program team members in the day-to-day activities of project/program deliveries.

What you get to do in this role:

  • You will own the successful Customer Outcome delivery to the customer, managing large or multiple ServiceNow projects on behalf of ServiceNow, applying a thorough understanding of project management methodologies and principles.
  • You will leverage your industry, technical and consulting skills to understand the customer’s business objectives and the specific issues and challenges being addressed by the engagement, helping customers change the way they work.
  • You will leverage your strong communication and relationship building skills to map, build and maintain external and internal stakeholder relationships.
  • You will build and lead high performing teams of internal and external consultants to accelerate time to value in resolving those objectives, issues and problems by facilitating workshops to translate business requirements to tangible configuration in ServiceNow.
  • You will support the development of team members through mentoring and coaching.
  • You will be responsible for engagement governance and financials, project status reporting and customer satisfaction throughout the engagement cycle, acting as the single point of contact to the customer for the engagement, providing a conduit to other ServiceNow teams as required.
  • You will deliver Pre-Sales presentations around the ServiceNow Implementation Methodology and work with Services Sales to assist with the development of Statements of Work (SOW’s) based on customer requirements. You will also identify upsell opportunities during engagements.


In order to be successful in this role, we need someone who has:

  • Prior experience with implementing ServiceNow products in an Enterprise is preferred
  • 9+ years of Project and Program Management consulting experience in managing complex enterprise software transformation programs.
  • 5+ years of experience in a professional services/consulting environment.
  • Has an agile mindset.
  • Strong cross-functional, technical Project Management experience including planning, scheduling, monitoring and stakeholder reporting
  • Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out and beyond
  • Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
  • Experience with analytics and understanding of metrics and KPIs (as defined)
  • Thought leadership and strategic thinking
  • Ability to gather and analyse data to understand the pros and cons of
  • different decisions and options
  • Ability to communicate abstract ideas clearly and independently manage
  • complex project objectives
  • Excellent negotiation and influencing skills.
  • Facilitation skills in leading and planning meetings, reviews, and retrospectives.
  • Strong customer orientation and an innate ability to anticipate and act
  • Active listening skills to ensure feedback drives new initiatives and identifies
  • areas of improvement
  • Ability to learn quickly and pick up tools, systems, and processes in a short
  • amount of time
  • Critical thinking skills, and ability to assimilate and implement new
  • information rapidly and think strategically
  • BS/BA degree in computer science, engineering or related discipline
  • preferred

Travel up to 50%

Required Competencies:


  • Customer focus
  • Collaborates
  • Communicates effectively
  • High level of integrity
  • Drives results
  • Courage
  • Cultivates innovation


  • Consultative perspective
  • Manages change
  • Project management/leadership
  • Financial acumen
  • Directs work
  • Trusted advisor

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Company Overview

Size 10000+ Employees

Founded 2004

Type Company - Public

Industry Enterprise Software & Network Solutions

Sector Information Technology

Revenue $2 to $5 billion (USD)

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