Senior Engagement Manager

What you get to do in this role: 

The Senior Engagement Manager oversees the on time on budget delivery of the defined solution scope to meet the customers desired results. This requires the EM to complete the project following ServiceNows leading practice methodology NowCreate working in collaboration with the customer project team and any involved partner ensuring governance is followed to gain team member 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 understand the planned tasks tracking actual progress and managing deviations through appropriate measures.

• Lead the delivery team throughout the engagement often in collaboration with a services partner.
• Manage the engagement governance timeline scope risk change management resourcing reporting and financials.
• Work with the Sales Account Team partner and customer to understand the customer and the engagement; including challenges partners issues and value being delivered.
• Understand the goals and align the deliverables accordingly.
• Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement including long-term customer success.
• Be the single contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers desired results.
• Lead the delivery team throughout large complex engagements often in collaboration with a services partner.
• Identify gaps between actuals and plan of record proposing solutions and driving resolutions.

About the team.

On this team you will provide a delivery of service resource and financial management during the services. You will provide services expertise oversee adherence to the SOW identify and allocate appropriate resources from ServiceNow document and communicate status at a minimum weekly and act as the single point of contact during the Services provision. The Engagement Manager will perform the function of the scrum master to facilitate configuration of the subscription service through iterative sprints of work and coaches customer project manager to assume this role throughout the services provision.

Qualifications :

To be successful in this role you have:

• Minimum of 10 years of high-tech/SaaS industry experience
• 7 years in Customer Engagement roles
• Strong cross-functional technical Project Management experience including planning scheduling monitoring and stakeholder reporting 
• Prior experience with implementing or supporting ServiceNow products in an Enterprise
• Demonstrated experience in leading key projects including strategic customer programs from inception to successful roll-out and beyond
• Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
• Experience with analytics and understanding of metrics and KPIs (as defined)
• Thought leadership and strategic thinking
• Ability to gather and analyze data to understand the pros and cons of different decisions and options
• Ability to communicate abstract ideas clearly and independently manage complex project objectives
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading and planning meetings reviews and retrospectives.
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement
• Ability to learn quickly and pick up tools systems and processes in a short amount of time
• Critical thinking skills and ability to assimilate and implement new information rapidly and think strategically
• Travel up to 40%

FD21

For positions in this location we offer a base pay of $121700 - $213000 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

No

Employment Type :

Full-time