ServiceNow Engagement Manager

ServiceNow Engagement Manager (SEM) is responsible for leading small to mid-size ServiceNow engagements, typically managing multiple concurrent projects. This includes full lifecycle oversight from pre-initiation through go-live and closure, with ownership of governance, commercial performance, stakeholder management, and team enablement. The SEM serves as the central delivery lead, ensuring alignment across internal teams and customer stakeholders, driving outcomes that deliver business value and exceed client expectations.

Key Responsibilities:

Delivery Ownership & Engagement Leadership

· Own and manage delivery across a portfolio of smaller ServiceNow engagements, ensuring alignment to NowCreate and Konversational delivery governance.

· Lead engagement governance including RAID management, stakeholder alignment, and cadence planning.

· Control delivery scope, schedule, financials, risks, and quality across all workstreams.

· Facilitate customer workshops focused on business and best practice aligned process design.

· Be the central point of contact for all delivery matters across internal and customer teams.

· Monitor and resolve variances between planned and actual delivery performance.

· Ensure readiness for key milestones (e.g., Go-Live, UAT, Cutover) with proactive governance and quality assurance.

Customer Engagement & Relationship Management

· Serve as the delivery lead and escalation point for the customer.

· Build strong relationships with key client sponsors, executives, and decision-makers.

· Facilitate customer alignment on project priorities, value outcomes, and roadmap dependencies.

· Maintain transparent communication across all stakeholders to foster trust and ensure project clarity.

Governance & Commercial Stewardship

· Drive adherence to contractual scope and proactively manage change control processes.

· Monitor and manage financial performance: delivery burn reports and budget adherence.

· Ensure internal delivery hygiene, including timely RAID updates, time entry, and financial reporting.

· Contribute to commercial governance and support account leadership in pre-sales scoping and planning.

· Maintain governance discipline across multiple engagements, ensuring scope, budget, and risks are well managed and reported.

Agile & Methodology Leadership

· Champion Konversational's NowCreate delivery methodology, sprint-based execution, and governance cadence.

· Ensure sprint planning, backlog grooming, demos, retrospectives, and status reporting are consistently executed.

· Identify and embed lessons learned into delivery processes, templates, and frameworks.

· Lead continual improvement of engagement playbooks and internal delivery toolkits.

Team Enablement & Leadership

· Guide and support the delivery team through structured mentorship and day-to-day direction.

· Coach and develop team members to strengthen delivery capabilities and engagement outcomes.

· Promote a collaborative, high-performance culture across project teams.

Experience & Qualifications:

· 1-3 years’ experience managing ServiceNow implementation projects.

· Strong background in Agile delivery (e.g., Scrum, SAFe) with 2+ years applied experience.

· Certified Project Management Professional (e.g., PMP, PRINCE2) or similar experience

· Strong facilitation skills with experience running workshops and project ceremonies.

· Deep familiarity with ITSM and process transformation projects.

· Demonstrated experience leading customer-facing engagements in a consultancy or partner setting.

Technical Competency Expectations:

· Proficient in ServiceNow platform, core modules, out-of-the-box processes, and configuration best practices.

· Strong understanding of industry best practice (eg ITIL), business process design, Agile delivery models, and ServiceNow NowCreate methodology.

· Comfortable leveraging AI tools and accelerators to optimise delivery outcomes.

· Committed to continuous professional development and applying best practice improvements across delivery engagements.

Core Competencies:

· Customer Focus: Builds strong relationships and champions client success.

· Delivery Leadership: Owns results with strong attention to scope, timelines, and risks.

· Strategic Thinking: Anticipates roadblocks and aligns solutions to business value.

· Collaboration & Influence: Builds consensus among diverse internal and external stakeholders, and delivery teams.

· Agile Mindset: Fosters adaptability and continuous improvement within the team.

· Commercial Acumen: Understands contractual dynamics and delivery economics.

· Learning Agility: Continuously seeks improvement and stays current on platform and delivery innovations.

· Growth Mindset: Demonstrates strong learning orientation and seeks to develop delivery leadership capability.

Key Performance Indicators (KPIs)

· Customer Satisfaction Score (CSAT) of 4.5 or above.

· On-time and on-budget project delivery.

· Accurate and current RAID and governance logs.

· Successful execution of governance ceremonies and cadence.

· Positive feedback from internal team and customer stakeholders.

· Documented contributions to delivery playbooks, templates, and improvement initiatives.

Reporting Line

Reports to: Head of Engagement Management

Location & Travel

May require travel to customer sites across the UK and Europe depending on engagement needs.