Track Manager - Program & Project Management

Job Summary

The ServiceNow Engagement Manager is responsible for the successful end-to-end delivery of ServiceNow professional services engagements, ensuring delivery is on time, within budget and scope, and aligned to the customer\'s expected business outcomes. The role acts as the primary engagement interface across the customer, ServiceNow, partners, and delivery teams while providing strong governance and managing risks, dependencies, financials, and stakeholder expectations

Key Responsibilities

Own the overall delivery of ServiceNow engagements across scope, schedule, budget, resources, risks, issues, dependencies, change, reporting, and financials. Lead delivery teams throughout complex engagements, including engagements involving ServiceNow partners and customer teams. Establish and maintain strong engagement governance and ensure alignment between planned and actual delivery. Apply ServiceNow NowCreate methodology and prescriptive guidance to support successful delivery and long-term customer outcomes. Work closely with the ServiceNow Sales Account Team, customer stakeholders, and partners to understand customer objectives, challenges, and expected value. Act as the key point of contact for the engagement, driving collaboration and alignment across stakeholders. Identify deviations from the plan of record, recommend corrective actions, and drive issues through resolution. Coordinate architects, consultants, project/delivery resources, partners, and customer stakeholders across the engagement. Lead governance reviews and executive stakeholder discussions, with clear visibility of progress, risks, financials, and outcomes. Support customer adoption and realization of targeted business outcomes from the ServiceNow platform.

Skill Requirements

Strong experience managing ServiceNow programs, implementations, or large enterprise SaaS transformation engagements. Demonstrated experience managing complex, multi-workstream delivery involving distributed/global teams. Strong understanding of program governance, financial management, resource planning, risk management, and executive stakeholder management. These capabilities are specifically reflected in your existing internal EM role definition. Ability to work effectively across customer, ServiceNow, partner, architecture, functional, and technical teams. Strong customer-facing communication, negotiation, escalation management, and executive presentation skills. Working knowledge of the ServiceNow platform and familiarity with major product areas such as ITSM, ITOM, CMDB/CSDM, SecOps, ITAM, SPM, HRSD, CSM or related workflows

Other Requirements

Strong experience managing ServiceNow programs, implementations, or large enterprise SaaS transformation engagements.\\\\r\\\\nDemonstrated experience managing complex, multi-workstream delivery involving distributed/global teams.\\\\r\\\\nStrong understanding of program governance, financial management, resource planning, risk management, and executive stakeholder management. These capabilities are specifically reflected in your existing internal EM role definition.\\\\r\\\\nAbility to work effectively across customer, ServiceNow, partner, architecture, functional, and technical teams.\\\\r\\\\nStrong customer-facing communication, negotiation, escalation management, and executive presentation skills.\\\\r\\\\nWorking knowledge of the ServiceNow platform and familiarity with major product areas such as ITSM, ITOM, CMDB/CSDM, SecOps, ITAM, SPM, HRSD, CSM or related workflows.