Senior Engagement Manager – Service

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 23 sequential quarters of growth with $422.5M in Q3 FY26 revenue, up 4.0% Q-o-Q and 17.3% Y-o-Y growth. Our 26,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries.

We won the 2025 ISG Star of Excellence™ Award for AI and Data Excellence and were named a Leader in the Everest Group Talent Readiness for Next-generation Data, Analytics and AI Services PEAK Matrix® Assessment 2025.

The Senior Engagement Manager – Service Now is responsible for leading/supporting end-to-end delivery of Service Now projects, ensuring successful client engagements, project governance, and collaboration between business and technical teams. This role blends program coordination, stakeholder management, and Service Now platform knowledge, preparing the individual for future leadership in large-scale digital transformation programs.

• Job Type: Full Time
• Mandatory skills:
  Service Now, Risk / Issue Management and ITIL

• Oversee a portfolio of Service Now ITSM/ITOM/CSM/HAM/SAM/Sec Ops/IRM /HRSD engagements with complex, multi-stream scope.
• Shape delivery strategy, operating model, and governance forums (steerco, design authority).
• Coach engagement managers; standardize practices for estimation, risk control, and benefits tracking.
• Partner with sales on solutioning, pricing, and contracting for complex deals.
• Own executive dashboards and value realization reporting.

• Strong understanding of Service Now platform capabilities and release cadence.
• Strong experience working in Agile/Scrum with solid documentation and collaboration skills.
• Excellent stakeholder communication and problem solving.
• Strong understanding of Service Now platform and its ecosystem
• Familiarity with ITIL concepts and IT service management processes
• Proficiency with project tracking tools (Jira, Service Now Agile 2.0, Azure Dev Ops, MS Project, or similar)
• Delivery governance, commercial management, and executive stakeholder management.
• Risk/issue management, change control, and benefits/value realization.
• CSA + CIS + Project/Program Management certs
• Program / Project Management Certification
• ITIL v4 (Foundation or higher) were not already mandatory.
• Service Now Micro-certifications (e.g., Integration Hub, Flow Designer, Performance Analytics).
• Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”