Principal Engagement Manager

Job Description

What you get to do in this role:  

The Principal Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures. 

• Lead the delivery team throughout the engagement, often in collaboration with a services partner. 
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. 
• Work with the Sales Account Team, Services Account Team, partner and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered. 
• Understand the goals and align the deliverables accordingly. 
• Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success. 
• Familiar with Agile Delivery Methodology and is an experienced Agile Scrum Master. 
• Experience using project management tools e.g. Engage Central to capture risks, issues, dependencies, actions, changes (RIDAC), status reporting, user story drafting and progress, project planning; and using dashboards to support status reporting.
• Engage with customer/SI key stakeholders and build trust and credibility in identifying areas to expand ServiceNow’s footprint within the account. 
• Be the single contact to encourage collaboration and customer agreement on proposed solutions. 
• Mentor Customer Excellence Group or Partner team members to achieve the engagement's deliverables and promote the customer's desired results. 
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions. 
• Lead the delivery team throughout complex programs, often with multiple workstreams and in collaboration with a services partner. 
• Provide program-level oversight across interdependent projects or business units, establishing integrated governance, delivery plans, dependencies, milestones, and executive reporting. 
• Steer multiple workstreams, stakeholder groups, priorities, and timelines; resolve conflicting requirements and maintain alignment in fast-paced, changing environments. 
• Identify and actively progress opportunities to expand services and customer value by connecting stakeholders with Services Sales, contributing engagement context and backlog insight, and helping shape high-level scope or ROM estimates. 
• Plan and execute transition to run or adoption teams, against exit criteria agreed at kickoff. 

Qualifications

To be successful in this role you 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. 
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Significant program management experience leading large, multi-year, multi-workstream. transformation programs across multiple business units, stakeholder groups, priorities, and timelines. 
• Demonstrated ability to establish and run program governance, manage cross-workstream dependencies, reconcile conflicting requirements, and communicate effectively with senior customer and internal stakeholders. 
• Experience leading large scale and high risk transformation engagements, ensuring successful delivery across complex stakeholder environments.
• Strong commercial awareness and a track record of identifying and progressing services growth opportunities within existing customer engagements. 
• Ability to travel up to 50%.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Security clearance is highly desirable.

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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