Senior Engagement Manager
What you get to do in this role:
Senior Engagement Managers (SEMs) lead and drive large and complex Expert Service
engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business
outcomes. They are the key point of communication and coordination for the delivery team,
keeping the project on track by establishing and maintaining governance forums, mitigating risks
and issues, and driving rapid and effective decision-making, escalating issues as required.
- 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, 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.
- Be the single contact to encourage collaboration and customer agreement on proposed solutions.
- Mentor Customer Exellance or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.
- Lead the delivery team throughout large complex engagements, often in collaboration with a services partner.
- Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
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.
- 8+ years progressive experience as part of a professional services organization
- Experience in managing the implementation of workflow or business transformation solutions
- Success driving complex issues through analysis and resolution
- Creativity with comfort running projects independently
- Experience working collaboratively ServiceNow certifications in aligned workflow preferred but not essential
- Industry domain expertise in workflow
- Right to work in the country you have applied to
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. Learn more here.
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 globaltalentss@servicenow.com 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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