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This role is part of our Platform product organization, responsible for the foundational capabilities of the Now Platform, which are at the center of every “out-of-the-box” ServiceNow solution. You will be part of the Strategic Enablement Team in the Outbound Product Management organization, a talented and supportive group that is passionate about evangelizing our platform internally and externally. You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market.

As a Senior Engagement Manager, you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform, helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction.

What you get to do in this role

Provide project management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle

Apply project management expertise from the Now Create (https://www.servicenow.com/success/now-value/nowcreate.html?state=seamless) methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes

Manage cross-functional projects and teams, senior-level stakeholders and customers to provide an exceptional customer experience

Drive and foster collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers

Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders

Facilitate project planning meetings, reviews, and retrospectives

Provide project governance to manage requirements in line with agreed to scope, time, schedule, and business objectives

Develop and present the project value proposition to customers as part of the initiative and on-going collaboration

Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues

Coach junior team members to achieve the engagement's deliverables and promote the customer's desired results

Identify gaps between actuals and plan of record, proposing solutions and driving resolutions

Ensure complete knowledge transfer, record updates, lessons learned, and all transition activities are taking place at the end of each engagements

Minimum of 8+ years of high-tech/SaaS industry experience

5+ years in a customer-facing project management role as part of a professional services organization or similar role

5+ years of experience with technology products

Project Management certification in PMI or similar, desired

Agile Scrum experience and Scrum Master certification preferred

ITILv3 or v4 Foundation

Excellent written and verbal communication skills to include technical and business concepts

Excellent negotiation and persuasion skills

Must enjoy working in a highly collaborative fast-paced environment with a willingness to learn new things independently

Prior experience with implementing or supporting ServiceNow products

Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period

Ability to think strategically, learn fast, and communicate with impact

Ability to travel, possibly 50% of the time

Bachelor’s degree or equivalent experience

English – fluent

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 [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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

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