Senior Principal Engagement Manager - Strategic Tech & SI

ServiceNow•Addison, TX

18d

About The Position

What you get to do in this role: The Engagement Manager is accountable for the on time, on budget delivery of the defined solution scope to meet the customer’s desired business outcomes. This requires the EM to execute the project following ServiceNow’s leading practice methodology, NowCreate working in collaboration with the customer project team and any involved partner, ensuring proper governance is followed to gain stakeholder support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they are clear on the planned tasks, tracking actual progress and managing deviations through appropriate measures. Leads the delivery team throughout the engagement, often in collaboration with a services partner. Manages the engagement governance, timeline, scope, risk, change management, resourcing, reporting and financials. Collaborates with the Sales Account Team, partner and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues and business value being delivered. Understands the business objectives and aligns the deliverables accordingly. Act as a thought leader, applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement, including long term customer success. Accountable for communication and acts as the single point of contact to facilitate collaboration, decision making and customer buy-in on proposed solutions. Coaches, mentors and manages Customer Outcomes and/or Partner team members to achieve the engagement’s deliverables and enable the customer’s desired business outcomes. Typically manages multiple projects simultaneously Identify gaps between actuals and plan of record, propose solutions and drive resolution. Leads the delivery team throughout large, complex programs, often with multiple workstreams and in collaboration with a services partner Supports Business Development efforts for Multi-Million-dollar engagements Manages the largest and most complex programs for Customer Outcomes Strategic Accounts

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.
15 years progressive experience as part of a professional services organization
Ability to travel up to 50%
Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a “start-up paced” environment
Demonstrated success driving complex issues through analysis and resolution
Experience working collaboratively and cross-functionally
Excellent written and verbal communication skills
ServiceNow certification in aligned workflow

Responsibilities

Leads the delivery team throughout the engagement, often in collaboration with a services partner.
Manages the engagement governance, timeline, scope, risk, change management, resourcing, reporting and financials.
Collaborates with the Sales Account Team, partner and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues and business value being delivered.
Understands the business objectives and aligns the deliverables accordingly.
Act as a thought leader, applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement, including long term customer success.
Accountable for communication and acts as the single point of contact to facilitate collaboration, decision making and customer buy-in on proposed solutions.
Coaches, mentors and manages Customer Outcomes and/or Partner team members to achieve the engagement’s deliverables and enable the customer’s desired business outcomes.
Typically manages multiple projects simultaneously
Identify gaps between actuals and plan of record, propose solutions and drive resolution.
Leads the delivery team throughout large, complex programs, often with multiple workstreams and in collaboration with a services partner
Supports Business Development efforts for Multi-Million-dollar engagements
Manages the largest and most complex programs for Customer Outcomes Strategic Accounts