Engagement Manager

Job Description

As a Service Now Engagement Manager, you will play a key role managing a talented group of Solution Architects, Platform Architects leading Service Now transformation programs. This team is responsible for driving, through best-in-class program management, you will be instrumental in delivering some of the most innovative and cutting-edge technologies, products to market.

Must Have skills:
Project Management, Service Now CSA and CIS + PMP preferred.

• Manage end-to-end Service Now implementation projects.
• including planning, execution, and post-deployment support.
• Develop detailed project plans covering scope, timelines.
• resource allocation, and budget.
• Ensure adherence to Service Now best practices and ITIL frameworks.
• Act as the primary liaison between clients, technical teams, and business stakeholders.
• Provide regu lar status updates, dashboards, and executive-level reporting.
• Identify project risks and implement mitigation strategies.
• Handle escalations and ensure timely resolution of issues.
• Lead cross-functional teams, foster collaboration, and drive continuous improvement.
• Mentor junior project managers and ensure compliance with governance standards.

6 to 8+ years in IT project management, with at least 6+ years in Service Now projects (ITSM, ITOM, HAM, SAM).

Service Now CSA (Certified System Administrator) mandatory; CIS certifications.

Technical Knowledge:
Good creating required information for reporting and Dashboards. Strong understanding of Service Now platform capabilities and integrations. Familiarity with Agile and Waterfall methodologies. Excellent communication, leadership, and client relationship management. Ability to manage multiple projects under tight deadlines.

• PMP, Scrum Master, Service Now Certified System Administrator (CSA), or Service Now Certified Technical Architect (CTA) preferred.
• ITIL Knowledge:
  Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to Service Now capabilities.
• Project Management:
  Experience with agile methodologies and managing large-scale Service Now implementations;
  Leadership & Communication:
  Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels. Excellent written and verbal communication skills.

• Experience with Service Now Program Delivery.
• ITIL Foundation certification is preferred.
• Familiarity with cloud technologies (AWS, Azure, etc.) and their integration with Service Now.
• Experience with Dev Ops and CI/CD pipelines for Service Now deployments.
• Knowledge of automation tools and frameworks to drive operational efficiencies.

Bachelor’s degree.

$140,000 - $200,000 a year.