Track Manager - Program & Project Management

Job Summary

The Senior Engagement Manager is responsible for the successful delivery of Service Now Customer Outcomes engagements, overseeing resources, financial management, and overall engagement governance. This role acts as the primary point of contact for customers, ensuring adherence to contractual obligations (SOW), managing stakeholder communications, and driving successful implementation outcomes. The Engagement Manager operates as the functional Scrum Master, guiding platform configuration activities and mentoring the customer project manager throughout the engagement lifecycle.

Key Responsibilities

Lead end-to-end delivery of Service Now Customer Outcomes engagements. Manage engagement resources, budgets, and financial performance. Ensure compliance with the Statement of Work (SOW) and project objectives. Serve as the primary customer contact throughout the engagement. Document and communicate project status, risks, issues, and actions. Coordinate and facilitate engagement activities across teams and stakeholders. Act as the functional Scrum Master for Service Now platform implementation projects. Guide iterative sprint-based platform configuration and deployment activities. Coach and support customer project managers during the engagement. Drive stakeholder alignment and organizational transformation initiatives. Ensure high-quality project delivery within scope, schedule, and budget.

Skill Requirements

8+ years of Project Management or Management Consulting experience. Proven experience leading software implementation projects. Skills Needed Project & Delivery Management Project scope, schedule, budget, and resource management. Risk and issue management. Enterprise program and engagement delivery. Stakeholder & Leadership Skills Executive stakeholder management. Organizational change management. Ability to influence business and technology leaders. Strong decision-making and leadership capabilities. Communication Skills Excellent verbal and written communication. Executive-level presentation and reporting skills. Customer relationship management. Service Now Expertise Strong understanding of the Service Now platform. Knowledge of Agile/Scrum delivery methodologies. Experience managing Service Now implementation programs. Continuous learning mindset with Service Now ecosystem knowledge. Preferred Certifications PMP or PRINCE2 Certification ITIL Foundation Certification Service Now Certified (Now Create Certification)

Other Requirements

8+ years of Project Management or Management Consulting experience. Proven experience leading software implementation projects. Skills Needed Project & Delivery Management Project scope, schedule, budget, and resource management. Risk and issue management. Enterprise program and engagement delivery. Stakeholder & Leadership Skills Executive stakeholder management. Organizational change management. Ability to influence business and technology leaders. Strong decision-making and leadership capabilities. Communication Skills Excellent verbal and written communication. Executive-level presentation and reporting skills. Customer relationship management. Service Now Expertise Strong understanding of the Service Now platform. Knowledge of Agile/Scrum delivery methodologies. Experience managing Service Now implementation programs. Continuous learning mindset with Service Now ecosystem knowledge. Preferred Certifications PMP or PRINCE2 Certification ITIL Foundation Certification Service Now Certified (Now Create Certification)