Engagement Manager

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 EM to complete the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures. 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 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 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.