Senior Engagement Manager - ServiceNow

Essential skills/knowledge/experience:

• ServiceNow Projects management experience.
• Project Management, ServiceNow Platform, ITSM/ITOM/ITAM/Platform workflows, Solution Design, ServiceNow integrations.
• ServiceNow Certifications (CSA/CAD/CIS).
• PMP/Prince II certifications.
• Leads large and complex engagements and delivery teams while providing technical leadership and guidance to customers.
• Design scalable ServiceNow workflow solutions and technical architectures aligned to long-term customer objectives and integrating AI into work processes, decision-making and problem-solving.
• Conduct workshops, assess current-state processes, and define future-state technical solutions applying.
• AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.
• Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.

Desirable skills/knowledge/experience:

• Industry domain expertise
• Additional ServiceNow certifications
• Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes
• Confident communicator who is comfortable owning customer relationships at an operational level - able to manage expectations, handle difficult conversations, and build trust over time
• Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus