Professional Services Engagement Manager

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.

The Service Now data catalog team is seeking an experienced Professional Services Engagement Manager (EM) to join us as we provide world class implementation and ongoing services support to our customers.

As a member of the data catalog team, you will collaborate directly with our clients to execute onboarding projects and other defined scopes of work using our established project delivery methodology. We seek a driven team member who is passionate about helping clients identify and implement the use cases that will have the greatest positive impact on their business.

• Lead customer onboarding by managing projects in collaboration with customers and internal partners, defining project goals, documenting detailed scopes, and customizing plans to ensure successful customer engagement (typically 12-18 weeks).
• Schedule and facilitate customer meetings, providing clear agendas and meeting notes.
• Prepare and present project status reports to align with customer project stakeholders, addressing progress, risks, issues, and achievements.
• Identify, document, and escalated project risks internally to ensure customer satisfaction and project success.
• Collaborate closely with cross-functional teams to ensure excellence in customer experience, smooth transitions between lifecycle stages, and long-term customer success.
• Travel occasionally within the US, up to 25%, as required.

• 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.
• Hold an associate’s degree in a technical field or possess relevant work experience.
• Demonstrate 8+ years of customer‑facing engagement management experience in professional services or software implementation.
• Ability to adapt templated project plans to suit unique customer engagements and evolving needs.
• Prioritize multiple projects across various customers while consistently meeting deadlines.
• Exhibit high emotional intelligence for effective collaboration with diverse customers and teams.
• Communicate effectively with strong written, verbal, presentation, and visual skills.
• Show curiosity, willingness to learn, and a proactive approach.

• Proficiency in Project Management software (PSA and/or PPM systems).
• Pursuing a recognized Project Management certification (e.g., CAPM, PMP, PRINCE2, Agile).
• Proficiency with industry standard computer hardware and software packages as daily work platforms.
• Familiarity with data governance and data catalogs, including how they are leveraged for managing and securing enterprise data solutions at scale.
• If you are a proactive, adaptable, and customer‑focused professional with a passion for engagement management, we would love to hear from you.

FD21

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.

Service Now is an equal opportunity employer. All qualified applicants will receive…