Principal Engagement Manager

Job Title: ServiceNow Principal Engagement Manager

Location: Santa Clara, CA (Remote)

Job Description:

• Leverage extensive expertise to assess project impacts considering crosseffects and alternative actions while building crossgeo crossfunctional and partner relationships to elevate the ES brand
• Develop the ability to consistently demonstrate transformation execution thought leadership to the customer during times of ambiguity or conflict
• Drive largescale highrisk engagements with multiple workstreams ensuring strategic alignment and future account growth
• Focus on governance stakeholder alignment quality checks and overall project structure to provide comprehensive oversight and ensure full accountability for the project
• Coach and mentor junior EMs Senior Engagement Managers Engagement Managers and Associate Engagement Managers and lead Senior Engagement Managers in large complex projects
• 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 longterm customer success
• Be the single contact to encourage collaboration and customer agreement on proposed solutions
• Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers 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

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving
• This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
• 12 years progressive experience as part of a professional services organization or equivalent educationexperience
• Ability to travel up to 50
• Industry domain expertise in insert workflow
• Creativity with comfort running projects independently
• Experience driving complex issues through analysis and resolution
• Experience working collaboratively
• ServiceNow certifications in aligned workflow
• Independently leverages AI to optimize workflows tailor customer solutions and inform strategic decisions
• Articulates AI system design ethical implications and platform use cases clearly guiding peers and stakeholders in responsible valuedriven AI adoption