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The ServiceNow Engagement Manager is a key member of the ServiceNow practice, focused on delivering high-quality client engagements, strengthening client relationships, and supporting the growth and development of the ServiceNow practice. This role partners closely with sales, delivery, alliance, and practice leadership to support go-to-market activities, successful project delivery, and the development of high-performing ServiceNow talent. The Manager is responsible for the successful execution of client engagements, team leadership, and identifying opportunities to expand client relationships and drive continued growth of the ServiceNow practice.
Responsibilities
- Lead the end-to-end delivery of ServiceNow consulting engagements, from initial discovery and solution planning through implementation and delivery.
- Serve as a trusted advisor to clients, developing strong relationships with senior stakeholders and effectively managing expectations, priorities, risks, and outcomes.
- Partner with clients to define strategic objectives, identify business and technology challenges, and translate those objectives into actionable ServiceNow roadmaps and implementation strategies.
- Provide strategic and operational leadership across ServiceNow programs, ensuring solutions align with client business objectives, enterprise technology strategies, and ServiceNow best practices.
- Lead and mentor cross-functional ServiceNow delivery teams, including distributed and remote resources, fostering a culture of collaboration, accountability, and high-quality delivery.
- Manage competing client priorities across multiple engagements and proactively balance scope, resources, timelines, and business value.
- Identify opportunities to expand client relationships by connecting successful delivery outcomes to broader business and technology needs.
- Lead and contribute to proposals, statements of work, solution development, presentations, and other business development activities.
- Develop and maintain a strong network of internal and external relationships to support client success, practice growth, and broader firm strategic objectives.
- Collaborate with ServiceNow practitioners, technical teams, and firm leadership to develop innovative solutions and strengthen the firm's ServiceNow consulting capabilities.
- Demonstrate strong business acumen and the ability to connect ServiceNow capabilities to broader organizational challenges, helping clients realize measurable business value from their investments.
Required Qualifications
- 6+ years of experience working with the ServiceNow platform, including experience leading implementations or transformation initiatives.
- 5+ years of experience in people management, client management, engagement management, or consulting delivery leadership.
- Proven experience leading distributed or remote teams and managing relationships with clients and senior stakeholders.
- Demonstrated ability to help clients define strategic vision, business objectives, and technology roadmaps, with the ability to translate those objectives into actionable ServiceNow solutions.
- Previous experience serving as an Engagement Manager, Project Manager, Program Manager, or similar delivery leadership role on ServiceNow implementations.
- Strong understanding of ServiceNow capabilities, implementation methodologies, and platform best practices.
- Experience identifying business problems, developing business strategies, and/or identifying opportunities to drive client value and business growth.
- ServiceNow Certified System Administrator certification or willingness to obtain.
- Strong communication, presentation, problem-solving, and stakeholder management skills.
Preferred Qualifications
- Previous experience in a management or leadership role within a consulting environment.
- Experience leading large-scale or complex ServiceNow transformation programs.
- ServiceNow Certified Implementation Specialist certification(s).
- ITIL Foundation certification.
- Experience with ServiceNow modules such as ITSM, ITOM, CSM, HRSD, SecOps, GRC, or other relevant ServiceNow products.
- Experience contributing to business development, account growth, proposals, and client pursuits.
- Experience working with C-suite and senior business/technology stakeholders.
- Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.
RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].
At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $103,500 - $190,100Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
Skills Required
- 6+ years of experience working with the ServiceNow platform, including leading implementations or transformation initiatives
- 5+ years of experience in people management, client management, engagement management, or consulting delivery leadership
- Experience leading distributed or remote teams and managing client and senior stakeholder relationships
- Ability to help clients define strategic vision, business objectives, and technology roadmaps and translate them into ServiceNow solutions
- Experience as an Engagement Manager, Project Manager, Program Manager, or similar delivery leadership role on ServiceNow implementations
- Strong understanding of ServiceNow capabilities, implementation methodologies, and platform best practices
- Experience identifying business problems, developing business strategies, or identifying opportunities to drive client value and business growth
- ServiceNow Certified System Administrator certification or willingness to obtain it
- Strong communication, presentation, problem-solving, and stakeholder management skills
- Management or leadership experience within a consulting environment
- Experience leading large-scale or complex ServiceNow transformation programs
- ServiceNow Certified Implementation Specialist certification(s)
- ITIL Foundation certification
- Experience with ServiceNow modules such as ITSM, ITOM, CSM, HRSD, SecOps, GRC, or other relevant products
- Experience contributing to business development, account growth, proposals, and client pursuits
- Experience working with C-suite and senior business or technology stakeholders
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field
RSM US LLP Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RSM US LLP and has not been reviewed or approved by RSM US LLP.
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Parental & Family Support — Parental leave, caregiver leave, and family‑building assistance are standout strengths, including 12 weeks fully paid parental leave, six weeks paid family caregiver leave, up to $50,000 in fertility coverage, and up to $20,000 per child for adoption or surrogacy, plus backup care resources. These benefits create a family‑forward package that stands out within the firm’s total rewards.
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Leave & Time Off Breadth — Time‑off options are broad, with self‑managed PTO for associates and above, at least 14 paid holidays, and firm‑wide wellbeing days alongside hybrid work flexibility. This breadth is consistently presented as a strong component of the overall offering.
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Healthcare Strength — Medical coverage includes multiple plan designs (two HDHPs and a PPO), telehealth access, and a mental‑health platform offering up to eight free 1:1 sessions per year. Health benefits are characterized as solid to strong for the industry.
RSM US LLP Insights
What We Do
RSM is the leading provider of audit, tax and consulting services to the middle market. With over 11,000 employees across the U.S. and Canada and a global presence in 120 countries, our purpose is to deliver the power of being understood to our clients, colleagues and communities. As first-choice advisors, we are focused on developing leading professionals and innovative services to meet our clients’ evolving needs in today’s ever-changing business environment. Through a supportive, caring culture, our people are empowered to be their authentic selves and share their unique perspectives. Our culture of diversity and inclusion enhances the insights we provide while transforming innovation, collaboration and business results through fostering an inclusive environment, working hard to engage a talented workforce and reflect our diverse community, and developing relationships that serve others in business and the broader community. Together, our people’s individual talents and diverse perspectives strengthen our teams and enhances the unique insights that we provide to our clients. Through a supportive, caring culture, our people are empowered to be their authentic selves and share their unique perspectives. Our culture of diversity and inclusion enhances the insights we provide while transforming innovation, collaboration and business results through fostering an inclusive environment, working hard to engage a talented workforce and reflect our diverse community, and developing relationships that serve others in business and the broader community. Together, our people’s individual talents and diverse perspectives strengthen our teams and enhances the unique insights that we provide to our clients. For more information, visit rsmus.com.
