Engagement Manager

Cprime•Cary, NC

4d•Remote

About The Position

Cprime | INRY is seeking an Engagement Manager to lead enterprise Moveworks implementations and AI-enabled employee experience engagements. The role is the primary delivery leadership and day-to-day customer counterpart for assigned engagements, combining program and project management with client consulting, technical coordination, and outcome-focused leadership. The Engagement Manager works across customer stakeholders, Cprime teams, Moveworks/ServiceNow, and other partners to turn customer objectives into structured, executable engagements. The role owns engagement health across scope, schedule, resources, risks, financials, governance, readiness, adoption, and customer outcomes. It requires enough technical fluency to lead credible customer conversations and connect business and technical teams, but is not primarily a developer or solution architect position. The Engagement Manager leads customer relationships and governance; owns delivery plans, dependencies, resources, and engagement controls; manages contractual scope and commercial health; and guides Moveworks and AI delivery. The role also ensures implementation includes readiness, communications, training, adoption, and sustainment, and supports transition into steady-state ownership and future roadmap planning. In addition, the Engagement Manager contributes to Cprime’s implementation methodology and delivery standards, shares lessons learned, mentors team members, and stays current on Moveworks, ServiceNow, and enterprise AI practices. Success means creating clarity and confidence for customers and delivery teams; keeping engagements aligned with scope, schedule, budget, resources, and desired outcomes; identifying risks early; guiding practical technical and business decisions; building trusted relationships; making adoption and customer value part of implementation success; and leaving behind reusable lessons and stronger delivery practices.

Requirements

Significant experience leading enterprise technology implementations, consulting engagements, or SaaS delivery programs.
Demonstrated ownership of customer-facing engagements from planning and discovery through implementation, launch, and transition.
Strong project/program management capabilities across scope, schedule, resources, risks/issues, dependencies, governance, financials, and executive reporting.
Experience leading complex cross-functional teams involving business, technical, vendor, and executive stakeholders.
Ability to bring structure and clarity to ambiguous or rapidly evolving initiatives.
Strong consulting and facilitation skills, including asking effective questions, constructively challenging assumptions, and guiding customers toward decisions.
Technical fluency sufficient to understand integrations, APIs, enterprise platforms, data, identity, security, workflows, and solution dependencies without being the primary developer.
Experience working with enterprise AI, automation, digital employee experience, ServiceNow, IT service management, or related enterprise platforms.
Strong written and verbal communication skills, including communication with technical teams and senior executives.
Comfort operating independently and taking accountability for engagement outcomes.
Willingness to travel occasionally based on customer and engagement needs.

Nice To Haves

Direct experience implementing or managing Moveworks.
ServiceNow implementation or consulting experience.
Experience with ITSM, Employee Center, HR service delivery, digital workplace, or employee experience initiatives.
Experience with generative AI, LLMs, agentic AI, enterprise search, conversational AI, or intelligent automation.
Experience with enterprise knowledge management and content readiness.
Experience integrating SaaS platforms with ServiceNow, Microsoft 365, Teams, SharePoint, identity platforms, HR systems, or other enterprise applications.
Consulting or professional-services experience, including Statements of Work, change control, forecasting, and multi-client delivery.
Organizational change management, adoption, or enterprise rollout experience.
Experience developing implementation methodologies, playbooks, delivery standards, or reusable consulting assets.
Project/program management or relevant ServiceNow/technology certifications.

Responsibilities

Serve as the primary day-to-day delivery leader and trusted customer counterpart.
Build relationships with executive sponsors, program leaders, technical teams, business stakeholders, and partner organizations.
Translate customer goals into engagement outcomes, priorities, plans, decisions, and success measures.
Lead customer governance, status discussions, workshops, decision forums, steering meetings, and escalations.
Identify issues, clarify options, and drive decisions; communicate delivery and technical topics to technical and non-technical audiences.
Build and maintain engagement plans, milestones, workstreams, dependencies, operating cadence, and delivery governance.
Manage risks, issues, decisions, actions, assumptions, and dependencies through RAID/RIDAC management.
Coordinate Cprime consultants, architects, engineers, customer resources, Moveworks/ServiceNow resources, and other partners as an integrated delivery team.
Manage resource plans, assignments, onboarding, scheduling, and delivery transitions; monitor progress and address deviations, blockers, and competing priorities.
Ensure meeting cadence, follow-up, ownership, and accountability; lead launch readiness, go/no-go planning, stabilization, transition, and closeout.
Manage Statements of Work, contractual scope, assumptions, deliverables, milestones, and acceptance expectations.
Identify and transparently manage potential scope expansion, delivery gaps, and change requirements.
Monitor engagement budget, burn, forecast, resource utilization, and financial risks; partner with account and practice leadership on change orders, extensions, additional services, and follow-on opportunities.
Develop sufficient Moveworks product, implementation, and architecture knowledge to lead customer engagements.
Coordinate technical discovery and discussions about integrations, knowledge and content, data, security, identity, workflows, and platform readiness.
Help identify and prioritize practical, high-value AI and agentic use cases and recognize technical, data, governance, or organizational delivery and adoption risks.
Partner with architects, consultants, developers, and Moveworks/ServiceNow specialists without personally owning all solution architecture or development.
Establish success criteria and meaningful measures with customers early in the engagement.
Ensure implementation plans include organizational readiness, communications, enablement, training, adoption, and sustainment.
Use testing, feedback, usage data, and engagement evidence to recommend whether to proceed, adjust, pause, or change approach.
Help customers connect Moveworks capabilities to measurable improvements in employee experience, self-service, automation, productivity, and operational efficiency.
Support transition from implementation to steady-state ownership, support, optimization, and future roadmap planning.
Capture lessons learned, reusable assets, risks, patterns, and implementation practices; contribute to Cprime’s methodology, templates, playbooks, and delivery standards.
Share field insights and customer feedback with internal practice leaders and Moveworks/ServiceNow teams.
Mentor and support delivery team members, promote a consistent customer experience, and stay current on relevant technologies and implementation practices.