ServiceNow Engagement Manager

RSM US LLP•Toronto, ON

1d•CA$103,500 - CA$190,100

About The Position

The ServiceNow Engagement Manager is a key member of the ServiceNow practice, focused on delivering high-quality client engagements, strengthening client relationships, and supporting the growth and development of the ServiceNow practice. This role partners closely with sales, delivery, alliance, and practice leadership to support go-to-market activities, successful project delivery, and the development of high-performing ServiceNow talent. The Manager is responsible for the successful execution of client engagements, team leadership, and identifying opportunities to expand client relationships and drive continued growth of the ServiceNow practice.

Requirements

6+ years of experience working with the ServiceNow platform, including experience leading implementations or transformation initiatives.
5+ years of experience in people management, client management, engagement management, or consulting delivery leadership.
Proven experience leading distributed or remote teams and managing relationships with clients and senior stakeholders.
Demonstrated ability to help clients define strategic vision, business objectives, and technology roadmaps, with the ability to translate those objectives into actionable ServiceNow solutions.
Previous experience serving as an Engagement Manager, Project Manager, Program Manager, or similar delivery leadership role on ServiceNow implementations.
Strong understanding of ServiceNow capabilities, implementation methodologies, and platform best practices.
Experience identifying business problems, developing business strategies, and/or identifying opportunities to drive client value and business growth.
ServiceNow Certified System Administrator certification or willingness to obtain.
Strong communication, presentation, problem-solving, and stakeholder management skills.

Nice To Haves

Previous experience in a management or leadership role within a consulting environment.
Experience leading large-scale or complex ServiceNow transformation programs.
ServiceNow Certified Implementation Specialist certification(s).
ITIL Foundation certification.
Experience with ServiceNow modules such as ITSM, ITOM, CSM, HRSD, SecOps, GRC, or other relevant ServiceNow products.
Experience contributing to business development, account growth, proposals, and client pursuits.
Experience working with C-suite and senior business/technology stakeholders.
Bachelor's degree in Business, Information Technology, Computer Science, or a related field.

Responsibilities

Lead the end-to-end delivery of ServiceNow consulting engagements, from initial discovery and solution planning through implementation and delivery.
Serve as a trusted advisor to clients, developing strong relationships with senior stakeholders and effectively managing expectations, priorities, risks, and outcomes.
Partner with clients to define strategic objectives, identify business and technology challenges, and translate those objectives into actionable ServiceNow roadmaps and implementation strategies.
Provide strategic and operational leadership across ServiceNow programs, ensuring solutions align with client business objectives, enterprise technology strategies, and ServiceNow best practices.
Lead and mentor cross-functional ServiceNow delivery teams, including distributed and remote resources, fostering a culture of collaboration, accountability, and high-quality delivery.
Manage competing client priorities across multiple engagements and proactively balance scope, resources, timelines, and business value.
Identify opportunities to expand client relationships by connecting successful delivery outcomes to broader business and technology needs.
Lead and contribute to proposals, statements of work, solution development, presentations, and other business development activities.
Develop and maintain a strong network of internal and external relationships to support client success, practice growth, and broader firm strategic objectives.
Collaborate with ServiceNow practitioners, technical teams, and firm leadership to develop innovative solutions and strengthen the firm's ServiceNow consulting capabilities.
Demonstrate strong business acumen and the ability to connect ServiceNow capabilities to broader organizational challenges, helping clients realize measurable business value from their investments.