Principal Engagement Manager

ServiceNow•Dallas, TX

1d•Hybrid

About The Position

Principal Engagement Managers (EMs) lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes. Act as thought leaders, mentors, and trusted advisors on transformation execution, and be the key point of communication and coordination for the delivery team. They keep the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required.

Requirements

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.
12+ years progressive experience as part of a professional services organization; or equivalent education/experience.
Ability to travel up to 50%.
Industry domain expertise in Enterprise
Creativity with comfort running projects independently.
Experience driving complex issues through analysis and resolution.
Experience working collaboratively.
Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

Nice To Haves

ServiceNow certifications in aligned workflow.

Responsibilities

Leverage extensive expertise to assess project impacts, considering cross-effects and alternative actions, while building cross-geo, cross-functional, and partner relationships to elevate the ES brand.
Develop the ability to consistently demonstrate transformation execution thought leadership to the customer during times of ambiguity or conflict.
Drive large-scale, high-risk engagements with multiple workstreams, ensuring strategic alignment and future account growth.
Focus on governance, stakeholder alignment, quality checks, and overall project structure to provide comprehensive oversight and ensure full accountability for the project.
Coach and mentor junior EMs (Senior Engagement Managers, Engagement Managers and Associate Engagement Managers) and lead Senior Engagement Managers in large complex projects.
Lead the delivery team throughout the engagement, often in collaboration with a services partner.
Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.
Work with the Sales Account Team, partner and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.
Understand the goals and align the deliverables accordingly.
Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success.
Be the single contact to encourage collaboration and customer agreement on proposed solutions.
Mentor Customer Outcomes or Partner 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.
Lead the delivery team throughout complex programs, often with multiple workstreams and in collaboration with a services partner.