The ServiceNow Engagement Manager is responsible for overseeing the successful delivery of ServiceNow implementation and enhancement projects. The Engagement Manager serves as the primary point of contact for clients, driving project governance, stakeholder management, and overall customer satisfaction while ensuring adherence to ServiceNow delivery best practices.

Key Responsibilities:

• Project Delivery Management: Lead end-to-end delivery of ServiceNow projects, from initiation to

closure, ensuring scope, schedule, cost, and quality objectives are met.

• Stakeholder Engagement: Serve as the main liaison between clients, delivery teams, and internal

stakeholders; manage expectations and communications effectively.

• Governance and Reporting: Establish and maintain project governance structures, conduct steering committee meetings, and provide regular project status reports and risk updates.

• Financial Management: Manage project budgets, forecasts, and profitability, ensuring accurate

financial tracking and reporting.

• Resource Coordination: Collaborate with functional leads and resource managers to allocate

appropriate delivery resources and maintain utilization targets.

• Risk and Issue Management: Proactively identify, assess, and mitigate project risks and issues to

prevent delivery delays or escalations.

• Process and Quality Assurance: Ensure all engagements follow ServiceNow and organizational

delivery methodologies, maintaining compliance with quality standards.

• Customer Relationship Management: Foster long-term client relationships, identifying

opportunities for additional value and continued partnership.

Experience and Qualifications:

• IT Degree or relevant tertiary education in Computer Science

• Minimum 5 years of project management experience, preferably in IT service management (ITSM), ITOM, HRSD, or related ServiceNow modules.

• Proven track record managing medium to large-scale ServiceNow or IT transformation projects

across multiple stakeholders.

• Strong understanding of ITIL principles and ServiceNow delivery lifecycle.

• Demonstrated experience in managing cross-functional teams and vendor coordination.

• Proficiency in project management methodologies (Agile, Waterfall, or hybrid).

• Excellent communication, negotiation, and presentation skills.

• PMP, PRINCE2, or ServiceNow Project/Engagement Manager certification preferred.