Senior Engagement Manager - ServiceNow

We are seeking a seasoned Senior Engagement Manager to lead complex ServiceNow engagements across enterprise clients. This role combines delivery leadership, stakeholder relationship management, financial accountability, and Agile/Scrum expertise. The ideal candidate will have strong experience with ServiceNow implementations and will serve as a trusted advisor and delivery lead across multiple workstreams. This is a remote position with occasional travel as needed.

Key Responsibilities

• Lead the end-to-end delivery of ServiceNow projects, ensuring alignment with project goals, timelines, and budgets.
• Manage multiple concurrent engagements, each with distinct scope and complexity.
• Oversee project planning, execution, and governance using Agile and Scrum methodologies.
• Facilitate sprint planning, backlog grooming, and retrospectives, and serve as Scrum Master for delivery teams.
• Build and maintain strong executive-level stakeholder relationships, serving as the primary point of contact for delivery.
• Host workshops to gather requirements, align expectations, and drive consensus on delivery plans.
• Maintain high levels of stakeholder satisfaction and proactively address risks and escalations.
• Manage project budgets exceeding $1M+, including forecasting, variance analysis, and profitability tracking.
• Review and approve Statements of Work (SOWs), change orders, and resource allocations.
• Monitor utilization and ensure delivery teams are aligned with financial targets.
• Provide strategic guidance on ServiceNow platform capabilities across modules such as ITSM, ITOM, HRSD, CSM, and GRC.
• Collaborate with technical leads and architects to ensure solution integrity and platform scalability.
• Support platform governance, roadmap development, and value realization initiatives.

Required Qualifications

• Significant experience leading complex ServiceNow engagements and implementations.
• Strong experience in end-to-end project delivery, including planning, execution, governance, and financial management.
• Experience managing multiple concurrent engagements with varying scope and complexity.
• Strong knowledge of Agile and Scrum methodologies, including experience facilitating sprint planning, backlog grooming, and retrospectives.
• Experience serving as a Scrum Master for delivery teams.
• Strong stakeholder relationship management and communication skills, including experience working with executive-level stakeholders.
• Experience managing project budgets exceeding $1M+, including forecasting, variance analysis, and profitability tracking.
• Experience reviewing and managing Statements of Work (SOWs), change orders, and resource allocations.
• Strong understanding of ServiceNow platform capabilities and enterprise implementations.
• Ability to collaborate effectively with technical leads and architects on solution integrity and platform scalability.

Preferred Qualifications

• Experience across ServiceNow modules including ITSM, ITOM, HRSD, CSM, and GRC.
• Experience supporting ServiceNow platform governance, roadmap development, and value realization initiatives.
• Experience managing complex enterprise delivery programs with multiple workstreams.