Engagement Manager (Service Delivery Center)
Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
The Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the Engagement Manager to deliver the service following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project or development team and any involved partner, ensuring governance is followed to gain team member support for the service provided, including risk and issue mitigation. The Engagement Manager is also responsible for assembling and leading the ServiceNow resources on the service making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.
- Lead the delivery team throughout the service, often in collaboration with a services partner.
- Ability to guide and lead the customer and act as the Subject Matter Expert within the aligned workflow and product.
- Manage the service 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 services to be delivered; including challenges, partners, issues, and value being delivered.
- Understand the goals and align the service objectives accordingly.
- Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the service, including long-term 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 services objectives and promote the customer's desired results.
- Identify gaps between actuals and plan of record, proposing solutions, escalating as needed.
Qualifications
To be successful in this role you have:
- 5 years progressive experience as part of a professional services organization; or equivalent education/experience
- Ability to travel up to 50%
- Industry domain expertise in ITSM desired
- Strong communication skills with the ability to set appropriate expectations with the customer
- Strong organizational and analytical skills
- Experience driving complex issues through analysis and resolution
- Experience working collaboratively
- ServiceNow certifications in aligned workflow desired
- Experience from managing several concurrent projects desired
Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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Work Personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.