Senior Engagement Manager ServiceNow

Description

Milestone is seeking an accomplished and visionary Senior ServiceNow Engagement Manager to lead transformative projects and ensure the successful delivery of end-to-end ServiceNow solutions. This role demands a dynamic leader capable of driving strategic engagements, managing complex programs, and fostering strong client relationships. The ideal candidate will have deep expertise in ServiceNow, a track record of managing large-scale enterprise programs, and the ability to deliver measurable business value to clients.

This senior role involves collaborating with executive stakeholders, overseeing project delivery teams, and mentoring professionals to achieve exceptional outcomes. Additionally, occasional travel may be required to meet with clients and project teams to ensure alignment and successful execution of initiatives.

Key Responsibilities

• Strategic Engagement Leadership: Serve as the trusted advisor to clients, ensuring ServiceNow solutions align with their business objectives and deliver strategic value.
• Program Oversight: Lead large-scale, multi-phase ServiceNow programs, managing scope, budget, timeline, and resources to deliver exceptional results.
• Stakeholder Management: Build and maintain strong relationships with C-level executives and senior stakeholders, providing regular updates on project progress and outcomes.
• Team Leadership: Oversee cross-functional teams, including consultants, developers, and analysts, fostering collaboration and high-performance delivery.
• Governance & Quality Assurance: Implement robust governance frameworks, ensuring quality control, risk management, and compliance throughout the project lifecycle.
• Business Development: Identify new opportunities for growth, including upselling ServiceNow modules, advisory services, and innovative solutions.
• Methodology Advancement: Continuously improve delivery methodologies, tools, and frameworks to enhance efficiency and client satisfaction.
• Thought Leadership: Represent Milestone as an industry leader through participation in conferences, webinars, and the publication of insights and best practices.

Required Qualifications

• ServiceNow Expertise: 5+ years of hands-on experience with the ServiceNow platform, including ITSM and additional modules such as HRSD, ITBM, or SecOps.
• Program Leadership: 10+ years of experience leading enterprise-level projects, with proven success in managing complex, multi-phase implementations.
• Consulting Experience: 7+ years of experience in professional services, delivering tailored solutions to large enterprises.
• Strategic Communication: Exceptional ability to communicate complex ideas effectively to technical and non-technical stakeholders at all levels.
• Agile Delivery: Proficiency in Agile/Scrum methodologies, ensuring flexibility and adaptability in project execution.
• Technical Acumen: In-depth understanding of ServiceNow architecture, integrations, and capabilities to guide clients and teams effectively.
• Business Acumen: Expertise in managing multi-million-dollar budgets, contracts, and financials while driving project profitability.

Preferred Qualifications

• ServiceNow certifications (e.g., System Administrator, ITOM, HRSD).
• ITIL Master or Expert-level certifications.
• PMP, PgMP, or Certified Scrum Master (CSM) certification.
• Experience in global, multi-geography implementations.
• Pre-sales or solution scoping experience, including RFP responses and cost estimation.
• Track record of publishing thought leadership or presenting to C level executives.

Skills & Competencies

• Leadership & Mentorship: Ability to inspire teams, provide guidance, and build a culture of excellence.
• Strategic Thinking: Capacity to anticipate client needs and position solutions proactively.
• Emotional Intelligence: Strong interpersonal skills to manage relationships, resolve conflicts, and foster collaboration.
• Problem-Solving Expertise: Proven ability to address roadblocks and drive complex solutions to successful completion.
• Adaptability & Resilience: Thrives in dynamic, fast-paced environments while maintaining focus on outcomes.
• Innovation & Advocacy: Passion for leveraging ServiceNow and emerging technologies to solve business challenges.

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