Senior Principal Engagement Manager - Strategic Tech & SI

ServiceNow, Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Principal Engagement Manager – Strategic Tech & SI at ServiceNow, you will be at the forefront of driving transformative digital initiatives for our most strategic and largest enterprise clients. This pivotal role is accountable for the end-to-end, on-time, and on-budget delivery of complex ServiceNow solutions, ensuring they not only meet but exceed customer expectations and deliver tangible business outcomes. You will be the orchestrator of success, guiding clients through their digital transformation journey with ServiceNow's leading-edge platform and methodologies.
• You will be responsible for executing projects in strict adherence to ServiceNow’s Now Create methodology, a prescriptive and agile framework designed for optimal platform implementation. This involves meticulous planning, proactive risk management, and seamless integration of ServiceNow solutions with existing customer ecosystems. Your expertise will be crucial in ensuring proper project governance, securing robust stakeholder buy-in, and effectively mitigating any potential risks or issues that may arise during the engagement.
• A core aspect of your role will be assembling, leading, and mentoring high-performing ServiceNow delivery teams, often in collaboration with our trusted System Integrator (SI) partners. You will ensure every team member is aligned with project objectives, understands their planned tasks, and that progress is meticulously tracked and managed. Deviations from the plan will be addressed proactively through appropriate, data-driven measures, maintaining momentum and ensuring project success.
• You will serve as the primary point of contact for the client, fostering strong relationships built on trust and transparency. This includes managing all aspects of engagement governance, including timelines, scope, risk, change management, resource allocation, regular reporting, and financial oversight. Your ability to communicate complex technical and business concepts clearly and concisely will be paramount in facilitating decision-making and securing customer buy-in for proposed solutions.
• Beyond project execution, you will act as a strategic thought leader, leveraging your deep understanding of the Now Create methodology and ServiceNow’s extensive capabilities. You will apply prescriptive guidance and best practices to drive successful delivery and, critically, to ensure the long-term success and adoption of the ServiceNow platform within the client's organization. This includes identifying opportunities for continuous improvement and expanding the value realized from their investment.
• You will collaborate closely with the ServiceNow Sales Account Team, SI partners, and the customer's leadership to gain a comprehensive understanding of their unique business challenges, identify key stakeholders, and articulate the significant business value that ServiceNow will deliver. Your insights will be instrumental in aligning project deliverables precisely with the customer's strategic business objectives.
• This role demands a proactive approach to identifying gaps between actual project progress and the planned roadmap. You will be expected to propose innovative solutions, drive resolution of complex issues through rigorous analysis, and ensure the project stays on track to achieve its goals. Your leadership will be vital in navigating the complexities of large, multi-workstream programs.
• You will also play a key role in supporting Business Development efforts, contributing your expertise to the shaping and pursuit of multi-million-dollar engagements. Your experience in managing the largest and most complex programs for ServiceNow’s Strategic Accounts will be invaluable in securing new business and expanding our footprint.
• This position typically involves managing multiple high-stakes projects simultaneously, requiring exceptional organizational skills and the ability to prioritize effectively in a fast-paced, dynamic environment. You will be empowered to run initiatives and programs independently, embodying a creative, high-energy, and entrepreneurial spirit.
• Furthermore, you will be instrumental in coaching and mentoring both Customer Outcomes and Partner team members, fostering their professional growth while ensuring the collective achievement of engagement deliverables and the ultimate realization of the customer’s desired business outcomes. Your leadership will inspire and guide teams to excel.
• You will be expected to critically think about and leverage the integration of Artificial Intelligence (AI) into work processes, decision-making, and problem-solving. This includes exploring the use of AI-powered tools, automating workflows, analyzing AI-driven insights, and understanding AI's potential impact on the client's function or industry, ensuring our solutions are future-ready.

🎯 Requirements

• 15+ years of progressive experience in a professional services organization, with a significant portion focused on managing large-scale, complex technology implementations.
• Proven experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, or analyzing AI-driven insights.
• Demonstrated success in driving complex issues through rigorous analysis and effective resolution, with a strong track record of managing risk and change.
• Experience working collaboratively and cross-functionally with diverse teams, including sales, technical resources, and external partners, to achieve shared objectives.
• Excellent written and verbal communication skills, with the ability to articulate complex technical and business concepts to executive-level stakeholders.
• Ability to travel up to 50% to client sites as needed.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and holidays.
• Opportunities for professional development, training, and certifications (including support for obtaining required certifications like Scrum and ITIL 4).
• 401(k) plan with company match.
• Employee Stock Purchase Program (ESPP).

Skills & Technologies

Senior

Remote

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ServiceNow, Inc.

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About ServiceNow, Inc.

ServiceNow is a cloud-based platform company that helps enterprises manage digital workflows for IT, employee, and customer service operations. Its platform enables organizations to automate and streamline tasks, improve efficiency, and enhance user experiences across various departments. Key offerings include IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) solutions. The company also provides capabilities for HR service delivery, customer service management, and security operations. By consolidating workflows onto a single platform, ServiceNow aims to help businesses become more agile, responsive, and innovative in their operations, ultimately driving digital transformation.

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