Implementation Manager

Job Description

The Implementation Manager oversees the on-time, on-budget delivery of the Moveworks platform to meet the customer's desired results. This requires completing projects following leading practice methodology, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain stakeholder support, including risk and issue mitigation. The Implementation Manager is responsible for assembling and leading project resources, ensuring they understand planned tasks, tracking progress, and managing deviations through appropriate measures.

What you get to do in this role:

• Lead customers through the initial implementation of Moveworks as well as new product offerings, often in collaboration with a services partner.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, and reporting.
• Help customers identify, map, build, and launch agentic workflows that drive business value.
• Provide change management best practices to ensure successful adoption and organizational readiness.
• Work with Sales, partners, and customers to understand the customer and the engagement, including challenges, issues, and value being delivered.
• Understand customer goals and align deliverables accordingly.
• Be the single point of contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor team members and partners to achieve engagement deliverables and promote the customer's desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Partner with the Product organization as a champion for customers, sharing insights from the field in product design and development cycles.
• Partner with Customer Success Managers to ensure a seamless transition to post-launch engagement and support.

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. 
• 4+ years progressive experience leading software implementations (SaaS preferred) with enterprise customers; or equivalent education/experience.
• Project management experience including scope control, budgeting, estimating, and resource management.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to creatively propose technical solutions to challenging problems and communicate technical concepts clearly and efficiently.
• Process-focused with strong problem-solving ability—always searching for a smarter, better way to achieve a goal.
• Experience building strong internal and external relationships, including with senior-level executives.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively across cross-functional team
• Diplomatic, tactful, and poised under pressure.
• Bachelor's degree.
• Ability to travel up to 25% of the time.

For positions in this location, we offer a base pay of $116,400 - $192,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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