As a Service Now Principal Engagement Manager, you will be pivotal in leading an Expert Services delivery team that provides a rapid path to success and ongoing value for customers. Principal Engagement Managers are seasoned leaders who build high-performing teams, accelerate time to value, and drive rapid and effective program decision-making.

In this role, you will use your advanced leadership skills and expertise in delivery and utilise Now Create, the ServiceNow Implementation Methodology, to drive successful customer outcomes.

You will be responsible for leading the delivery team throughout large, complex customer engagements; these responsibilities include:

• Lead the delivery team throughout the engagement and drive the overall vision and direction.
• Work with the Sales Account Team, partner, and customer to understand the customer and the engagement, including challenges, partners, issues, and value being delivered.
• Apply expertise from the Now Create methodology and prescriptive guidance to promote the delivery of the engagement, including long-term customer success.
• Be the single point of contact for the Service Now internal organization, customer and partner to foster collaboration, effective decision-making and customer agreement on proposed solutions.
• Establish program governance to manage requirements in line with agreed scope, time, schedule, cost and business objectives.
• Proactive development and execution of proven risk assessment, prevention, and mitigation plans, and efficient identification, tracking, and resolution of issues.
• Mentor Service Now or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Work with the Sales Account Team as the Project/Program implementation expert during sales cycles.

To be successful in this role, you have to:

• 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.
• Experience with implementing or operating the Service Now platform or equivalent Enterprise SaaS vendor technology
• 8+ years of progressive experience as part of a professional services organization or equivalent experience
• Excellent communication skills
• Project Management certification in PMI or similar
• Agile Scrum experience and Scrum Master certification are desirable
• Comfortable leading projects independently
• Good understanding of technology
• Proven success in driving complex issues through analysis and resolution
• A growth mindset and willingness to learn new things independently and at pace
• Fluency in Italian and English
• Ability to travel up to 50%

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. Learn more here.

Equal Opportunity Employer

Service Now 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 law. In 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.