ServiceNow Client Engagement Delivery Manager - Digital Velocity

CDW•Virtual - Illinois, IL

About The Position

The Client Engagement Delivery Manager is a senior delivery leader responsible for ensuring successful execution of client engagements through strong governance, disciplined delivery, and empowered project leadership. This role serves as a trusted advisor to Sales, Advisory, Delivery and Clients, ensuring delivery outcomes align to business objectives, financial targets, and client expectations. This leader oversees a team of Project Managers, providing direction, coaching, and accountability across the full engagement lifecycle. The Client Engagement Delivery Manager is accountable for delivery quality, client satisfaction, financial performance, and cross-functional alignment, while proactively identifying and mitigating delivery risk. This role balances strategic oversight with people leadership and client-facing engagement at director and executive levels. Additionally, this role is pivotal to supporting process improvement with governance oversite.

Requirements

Bachelor’s degree and 7+ years of experience delivering enterprise-scale professional services or client engagements, including planning, execution, and governance. Or, 11+ years of equivalent experience delivering large, complex client initiatives.
3+ years of people leadership experience, directly managing Project Managers or delivery professionals.
Proven ability to lead delivery teams, influence without authority, and drive accountability across cross-functional stakeholders.
Strong experience managing client engagements, including risk, scope, financial performance, and executive communications.
Demonstrated ability to identify, escalate, and resolve delivery, client, and people issues in a calm, solution-oriented manner.
Experience partnering with Sales and Solution teams to support account strategy, services growth, and successful transitions from sales to delivery.
Strong understanding of professional services financials, including utilization, margin, forecasting, and revenue attainment.
Excellent written, verbal, and presentation skills, with the ability to clearly communicate delivery status and recommendations to both internal leaders and external executives.
History of building trust and credibility across diverse teams, functions, and levels, navigating complex interpersonal and organizational dynamics with diplomacy.
Ability to operate effectively in ambiguous, fast-paced environments, managing competing priorities while maintaining delivery quality and client confidence.
Demonstrated ability to apply lessons learned and continuously improve delivery outcomes across teams and engagements.
Comfortable exploring how AI can enhance strategy, decision-making, and team performance.
Embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible.

Responsibilities

Lead and develop a team of Project Managers, setting clear expectations, building delivery maturity, and ensuring consistent project management standards across engagements, practices, and geographies.
Own delivery governance for client engagements, ensuring scope, schedule, budget, risk, and quality are actively managed and communicated throughout the lifecycle.
Serve as an executive escalation point for client, delivery, or resourcing challenges, driving timely resolution while maintaining strong client relationships and confidence.
Partner closely with Sales, Advisory, Delivery, and Services leadership to align delivery strategy with client objectives, services offerings, and financial targets.
Support pre-sales and engagement strategies, including participation in client calls, delivery approach validation, and review of services estimates, assumptions, and risk profiles.
Drive client engagement excellence, acting as a trusted advisor to key stakeholders and engaging with client leadership, including “C‑suite” executives, as needed.
Ensure financial accountability across engagements, including utilization, revenue recognition, margin attainment, and forecast accuracy.
Coach and mentor Project Managers on client communication, risk management, financial stewardship, and professional development to meet current and future delivery demands.
Promote continuous improvement and delivery consistency through standard processes, lessons learned, and application of best practices across the delivery organization.
Build and maintain trusted partner relationships to supplement delivery capacity or specialized skills when needed.
Champion and be accountable for our vision of becoming an AI-fluent organization.
Model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning.
Guide others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.