ServiceNow Senior Engagement Manager
About The Position
The Senior Engagement Manager leads ServiceNow consulting projects, ensuring they are delivered on time, within budget, and with strong outcomes. The role provides professional client service, manages engagement scope and project health, and maintains project plans, communications, risks, and decisions. It also contributes to Nordic’s ServiceNow deployment methodology and offerings, supports PMO standards and materials, and advises teams on improving processes, workflows, and client experience. The position involves working closely with ServiceNow team members, clients, and project teams; facilitating executive-level meetings; producing polished deliverables and regular status reports; and managing project closure, lessons learned, and knowledge transfer. The Senior Engagement Manager also coaches and mentors team members, supports project staffing as needed, and may take on other assigned initiatives. Travel may be up to 50% depending on practice and client needs.
Requirements
- Bachelor’s degree.
- At least 7 years of progressive professional experience.
- Professional services or consulting experience.
- Active ServiceNow Certified System Administrator certification.
- Knowledge and experience with ServiceNow methodologies and best practices.
- Experience implementing, training, or supporting ServiceNow SPM, ITSM, ITAM, or CMDB.
- Experience managing projects and project teams.
- PMP certification or at least 10 years of experience in full project life-cycle planning, monitoring, controlling, and closing.
- Excellent written and verbal communication skills.
- Ability to balance urgent short-term needs with strategic long-term priorities.
- Ability to relate to people, deliver feedback, and inspire and motivate others.
- Strong attention to detail and ability to manage multiple priorities while meeting customer service commitments and project timelines.
- Ability to work effectively with all organizational levels and with diverse candidates, consultants, and client bases.
- Ability to adapt quickly to workplace changes, adjust approaches to lead change, and react well under pressure.
- Proficiency with Microsoft Office Suite, computers, email, correspondence, and spreadsheets.
- Must demonstrate and embody Nordic’s maxims.
Responsibilities
- Provide professional client service and tailor the consulting approach to the engagement and company goals.
- Lead projects to deliver on time, on budget, and with strong outcomes.
- Monitor project health and identify, mitigate, or escalate issues.
- Develop and maintain project plans, communication plans, and risk and decision trackers.
- Define, manage, and adhere to project scope.
- Use, update, and customize client- and Nordic-provided tools throughout the project life cycle.
- Develop Nordic ServiceNow deployment methodology, tools, templates, and collateral.
- Partner with the ServiceNow team to create offerings, services, and go-to-market strategies.
- Create polished project deliverables and communications.
- Present confidently and facilitate executive-level meetings.
- Prepare meeting agendas and goals, take notes, and track follow-ups.
- Produce regular status reports and conduct project closeout, lessons learned, and knowledge transfer.
- Coordinate activities with ServiceNow team members, including Executive Partners, Delivery Assurance Partners, Client Services Managers, and SDMs.
- Improve existing infrastructure, provide technical support, solve problems, and develop strategies to prevent future problems.
- Work with the PMO to interview and identify project team members as needed.
- Manage, coach, and mentor the team; resolve conflicts, maintain morale, and provide timely feedback based on project work and performance.
- Help the PMO keep Nordic ERP content, project tools, standards, and templates updated, organized, and aligned with current best practices.
- Communicate best practices and PMO content to other project managers.
- Participate in discussions and decision-making regarding project standards, quality improvement, and change management.
- Advise internal team members on improving processes and workflows, business operations, client experience, and operational efficiency.
- Respond professionally to client requests using established methods and escalation processes, and document and retain records of meetings and education sessions.
- Complete ad hoc projects and assist with other initiatives as assigned or requested.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
