Senior Engagement Manager

TEKsystems•Hanover, MA

1d•$115,000 - $165,000•Remote

About The Position

The ServiceNow Senior Engagement Manager serves as an accountable leader for ServiceNow transformation engagements, responsible for achieving contractual outcomes, realizing measurable business value, maintaining delivery excellence, and building long term customer relationships while leading multidisciplinary teams through complex platform implementations and operational transformations.

Requirements

ServiceNow implementation, consulting, managed services, or platform transformation experience strongly preferred.

Nice To Haves

ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), PMP, PMI-ACP, SAFe, ITIL, or related certifications preferred.

Responsibilities

Serve as a primary delivery leader for ServiceNow transformation programs, accountable for customer outcomes, platform adoption, governance, budget performance, and stakeholder satisfaction.
Partner with customer executives and business stakeholders to define ServiceNow roadmaps, business objectives, success criteria, and measurable value realization targets.
Establish governance frameworks that promote platform scalability, security, compliance, operational effectiveness, and alignment with ServiceNow best practices.
Understand how ServiceNow platform capabilities support enterprise business processes, workflow automation, case management, employee experience, customer operations, and digital transformation initiatives.
Develop long-term platform roadmaps and continuous improvement strategies that maximize business value and platform adoption.
Lead Agile delivery execution for ServiceNow programs including backlog governance, sprint planning, release planning, dependency management, and executive reporting.
Coordinate cross-functional delivery teams consisting of ServiceNow Architects, Business Analysts, Developers, QA resources, and customer stakeholders.
Monitor project health using delivery metrics, platform adoption metrics, business KPIs, risk indicators, and value realization measurements.
Working knowledge of ServiceNow implementation methodologies, delivery frameworks, governance models, and platform best practices.
Lead projects involving one or more ServiceNow products including ITSM, ITOM, ITAM, CSM, FSO, SPM, HRSD, SecOps, IRM/GRC, CMDB, Knowledge Management, Service Catalog, Employee Center, Integrations, Portals, Reports, Dashboards, Workflow Automation, and AI-enabled capabilities.
Utilize experience supporting ServiceNow program governance including release management, platform standards, testing strategies, deployment planning, and organizational change management.
Ability to partner effectively with ServiceNow architects and technical teams to evaluate solution approaches, manage delivery risks, and drive successful platform outcomes.