What you get to do in this role:

The Engagement Manager is accountable for the on time, on budget delivery of the defined solution scope to meet the customer’s desired business outcomes. This requires the EM to execute the project following Service Now’s leading practice methodology, Now Create working in collaboration with the customer project team and any involved partner, ensuring proper governance is followed to gain stakeholder support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the Service Now resources on the project making sure they are clear on the planned tasks, tracking actual progress and managing deviations through appropriate measures.

• Leads the delivery team throughout the engagement, often in collaboration with a services partner.
• Manages the engagement governance, timeline, scope, risk, change management, resourcing, reporting and financials.
• Collaborates with the Sales Account Team, partner and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues and business value being delivered.
• Understands the business objectives and aligns the deliverables accordingly.
• Act as a thought leader, applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement, including long term customer success.
• Accountable for communication and acts as the single point of contact to facilitate collaboration, decision making and customer buy-in on proposed solutions.
• Coaches, mentors and manages Customer Outcomes and/or Partner team members to achieve the engagement’s deliverables and enable the customer’s desired business outcomes.
• Typically manages multiple projects simultaneously
• Identify gaps between actuals and plan of record, propose solutions and drive resolution.
• Leads the delivery team throughout large, complex programs, often with multiple workstreams and in collaboration with a services partner
• Supports Business Development efforts for Multi-Million-dollar engagements
• Manages the largest and most complex programs for Customer Outcomes Strategic Accounts

To be successful in this role you should have:

• 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.
• 15 years progressive experience as part of a professional services organization
• Ability to travel up to 50%
• Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a “start-up paced” environment
• Demonstrated success driving complex issues through analysis and resolution
• Experience working collaboratively and cross-functionally
• Excellent written and verbal communication skills
• Service Now CSA, ITIL 4 and Scrum certifications are preferred, if not, candidates must obtain Scrum certification within 30 days and ITIL 4 within 1 year.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

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.