Principal Engagement Manager

About the Position

Principal Engagement Manager

Join ServiceNow as a Principal Engagement Manager to oversee on-time, on-budget delivery of solutions, leading large-scale transformation programs.

Responsibilities

• 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, Services 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.
• Familiar with Agile Delivery Methodology and is an experienced Agile Scrum Master.
• Experience using project management tools e.g. Engage Central to capture risks, issues, dependencies, actions, changes (RIDAC), status reporting, user story drafting and progress, project planning; and using dashboards to support status reporting.
• Engage with customer/SI key stakeholders and build trust and credibility in identifying areas to expand ServiceNow’s footprint within the account.
• Be the single contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor Customer Excellence Group or Partner team members to achieve the engagement's deliverables and promote the customer's 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.
• Provide program-level oversight across interdependent projects or business units, establishing integrated governance, delivery plans, dependencies, milestones, and executive reporting.
• Steer multiple workstreams, stakeholder groups, priorities, and timelines; resolve conflicting requirements and maintain alignment in fast-paced, changing environments.
• Identify and actively progress opportunities to expand services and customer value by connecting stakeholders with Services Sales, contributing engagement context and backlog insight, and helping shape high-level scope or ROM estimates.
• Plan and execute transition to run or adoption teams, against exit criteria agreed at kickoff.

Requirements

• 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.
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Significant program management experience leading large, multi-year, multi-workstream transformation programs across multiple business units, stakeholder groups, priorities, and timelines.
• Demonstrated ability to establish and run program governance, manage cross-workstream dependencies, reconcile conflicting requirements, and communicate effectively with senior customer and internal stakeholders.
• Experience leading large scale and high risk transformation engagements, ensuring successful delivery across complex stakeholder environments.
• Strong commercial awareness and a track record of identifying and progressing services growth opportunities within existing customer engagements.
• Ability to travel up to 50%.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Security clearance is highly desirable.

We Offer

• Competitive salary
• Opportunity to work in a leading AI company
• Professional growth and development opportunities
• Flexible work arrangements

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.