ServiceNow Engagement Manager

Servicenow Engagement Manager

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally.

There's no one like you and that's why there's nowhere like RSM.

The Service Now Engagement Manager is a key member of the Service Now practice, focused on delivering high-quality client engagements, strengthening client relationships, and supporting the growth and development of the Service Now practice. This role partners closely with sales, delivery, alliance, and practice leadership to support go-to-market activities, successful project delivery, and the development of high-performing Service Now talent. The Manager is responsible for the successful execution of client engagements, team leadership, and identifying opportunities to expand client relationships and drive continued growth of the Service Now practice.

• Lead the end-to-end delivery of Service Now consulting engagements, from initial discovery and solution planning through implementation and delivery.
• Serve as a trusted advisor to clients, developing strong relationships with senior stakeholders and effectively managing expectations, priorities, risks, and outcomes.
• Partner with clients to define strategic objectives, identify business and technology challenges, and translate those objectives into actionable Service Now roadmaps and implementation strategies.
• Provide strategic and operational leadership across Service Now programs, ensuring solutions align with client business objectives, enterprise technology strategies, and Service Now best practices.
• Lead and mentor cross-functional Service Now delivery teams, including distributed and remote resources, fostering a culture of collaboration, accountability, and high-quality delivery.
• Manage competing client priorities across multiple engagements and proactively balance scope, resources, timelines, and business value.
• Identify opportunities to expand client relationships by connecting successful delivery outcomes to broader business and technology needs.
• Lead and contribute to proposals, statements of work, solution development, presentations, and other business development activities.
• Develop and maintain a strong network of internal and external relationships to support client success, practice growth, and broader firm strategic objectives.
• Collaborate with Service Now practitioners, technical teams, and firm leadership to develop innovative solutions and strengthen the firm's Service Now consulting capabilities.
• Demonstrate strong business acumen and the ability to connect Service Now capabilities to broader organizational challenges, helping clients realize measurable business value from their investments.

• 6+ years of experience working with the Service Now platform, including experience leading implementations or transformation initiatives.
• 5+ years of experience in people management, client management, engagement management, or consulting delivery leadership.
• Proven experience leading distributed or remote teams and managing relationships with clients and senior stakeholders.
• Demonstrated ability to help clients define strategic vision, business objectives, and technology roadmaps, with the ability to translate those objectives into actionable Service Now solutions.
• Previous experience serving as an Engagement Manager, Project Manager, Program Manager, or similar delivery leadership role on Service Now implementations.
• Strong understanding of Service Now capabilities, implementation methodologies, and platform best practices.
• Experience identifying business problems, developing business strategies, and/or identifying opportunities to drive client value and business growth.
• Service Now Certified System Administrator certification or willingness to obtain.
• Strong communication,…