Engagement Mgr

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 AI 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.

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.

What you will do:

• 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.
• Collaborate 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 managing 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 through large, complex programs, often with multiple work streams 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 certification in aligned workflow

For positions in this location, we offer a base pay of $192,400 - $336,700
, plus equity…