Implementation Manager

Consulting London, , United Kingdom Full-time

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone- freeing people from busywork so they could focus on meaningful work. Today, Service Now is the Super Intelligence Control Tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500 work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

The Implementation Manager oversees the on-time, on-budget delivery of the Moveworks platform to meet the customer's desired results. This requires completing projects following leading practice methodology, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain stakeholder support, including risk and issue mitigation. The Implementation Manager is responsible for assembling and leading project resources, ensuring they understand planned tasks, tracking progress, and managing deviations through appropriate measures.

What you get to do in this role:

• Lead customers through the initial implementation of Moveworks as well as new product offerings, often in collaboration with a services partner.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, and reporting.
• Help customers identify, map, build, and launch agentic workflows that drive business value.
• Provide change management best practices to ensure successful adoption and organizational readiness.
• Work with Sales, partners, and customers to understand the customer and the engagement, including challenges, issues, and value being delivered.
• Understand customer goals and align deliverables accordingly.
• Be the single point of contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor team members and partners to achieve engagement deliverables and promote the customer's desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Partner with the Product organization as a champion for customers, sharing insights from the field in product design and development cycles.
• Partner with Customer Success Managers to ensure a seamless transition to post-launch engagement and support.

To be successful in this role you have:

• 4+ years progressive experience leading software implementations (SaaS preferred) with enterprise customers; or equivalent education/experience.
• Project management experience including scope control, budgeting, estimating, and resource management.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to creatively propose technical solutions to challenging problems and communicate technical concepts clearly and efficiently.
• Process-focused with strong problem-solving ability—always searching for a smarter, better way to achieve a goal.
• Experience building strong internal and external relationships, including with senior-level executives.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively across cross-functional teams.
• Diplomatic, tactful, and poised under pressure.
• Ability to travel up to 25% of the time.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or…