Role Type: Leadership / Professional ServicesMinimum Experience Required: 7–10 yearsLocation: Remote – United StatesBusiness Unit: ServiceNowDirect Reports: May include up to 5 employeesClient: Multiple ClientsHiring Manager: Michelle YoungReports To: Michelle Young

Role Summary

The Senior ServiceNow Engagement Manager is responsible for leading complex ServiceNow professional services engagements from initiation through successful completion. This role serves as the primary point of accountability for client relationships, project delivery, financial performance, resource coordination, and executive communication.

The ideal candidate combines strong ServiceNow delivery experience with excellent client leadership, financial management, and team development skills. This individual may also provide direct leadership and mentoring to other Engagement Managers.

Key Responsibilities

Lead multiple concurrent ServiceNow implementation and transformation engagements.

Serve as the primary client contact and trusted advisor throughout the engagement.

Establish project governance, communication plans, delivery expectations, and escalation paths.

Manage project scope, schedule, budget, resources, risks, issues, dependencies, and deliverables.

Monitor project financials, including forecasting, utilization, invoicing, and budget variance.

Maintain accurate project records, status reports, financial data, and resource plans.

Partner with Sales and Solution Consulting to ensure effective sales-to-delivery handoffs.

Identify gaps in scope, assumptions, staffing,



or client readiness before they affect delivery.

Facilitate executive steering committee meetings and communicate project health clearly.

Coordinate cross-functional teams across onshore, nearshore, and offshore locations.

Manage scope changes and support the development of change orders when needed.

Anticipate delivery risks and lead timely resolution of client or project escalations.

Ensure projects follow organizational delivery standards and ServiceNow implementation practices.

Coach and mentor Engagement Managers and project team members.

Support continuous improvement across engagement management processes and governance.

Required Qualifications

7–10 years of experience in professional services, consulting, program management, or technology delivery.

5 or more years managing complex enterprise technology implementations.

Demonstrated experience delivering ServiceNow programs or projects.

Solid understanding of project financial management, including forecasting, budgets, margins, and invoicing.

Experience managing multiple projects and distributed delivery teams.

Proven ability to build strong relationships with client executives and senior stakeholders.





Experience managing project scope, risks, issues, dependencies, and change control.

Strong written, verbal, presentation, and facilitation skills.

Ability to lead through ambiguity and resolve complex delivery challenges.

Experience coaching or managing Engagement Managers, Project Managers, or similar delivery professionals.

Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

ServiceNow implementation or consulting partner experience.

Experience with ServiceNow ITSM, ITOM, ITAM, SPM, CSM, HRSD, or related products.

PMP, PgMP, Scrum, SAFe, or comparable certification.

ServiceNow Certified System Administrator or other ServiceNow certification.

Experience using ServiceNow SPM for project, resource, financial, and status management.

Experience working with enterprise clients across multiple industries.

Familiarity with hybrid Agile and ServiceNow Now Create delivery methodologies.

Success Measures

Projects delivered within approved scope, schedule, and budget.

Financial performance maintained within established variance targets.

Accurate and timely forecasting, invoicing, resource planning, and status reporting.

Strong client satisfaction and executive stakeholder confidence.

Risks and escalations identified early and managed effectively.

Engagement Managers and delivery teams receive consistent coaching and support.

Successful transition from sales to delivery and from implementation to ongoing support.

📌 Senior ServiceNow Engagement Manager (Hyderabad)
🏢 Milestone Technologies
📍 Hyderabad