The Principal Engagement Manager leads ServiceNow Expert Services projects, aligning customer strategy with methodologies, managing opportunities, and ensuring successful delivery outcomes.
Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
The Principal Engagement Manager acts as an authority on ServiceNow Expert Services project methodology and best practices, demonstrating the ability to tailor the approach to meet need of the client while preserving a structured process, all with the goal of accelerating adoption and driving customer business outcomes. The Engagement Manager will work with ServiceNow Sales, Solution Consulting, partners, ServiceNow Services Sellers and others to qualify, manage and close expert services opportunities. The Engagement Manager will work on the largest digital transformation opportunities with our most strategic customers.
What you get to do in this role
• Support pre-sales activities like conducting sales presentations, leading scoping discussions/workshops with a focus on methodology and approach, estimating consulting engagement efforts in partnership with Services Account Executives (SAE), Solution Sales Executives/Consultants, Sales Account Executives, Solution Architects, and Partner Sales Organizations
• Build credibility/trust with core Customer account teams to ensure they engage with the Customer Excellence Group (CEG) early in the deal lifecycle and so they are comfortable with CEG leading pursuits and working with the customer on stand-alone Services deals.
• Be a strong evangelist of the ServiceNow value proposition aligned to customers objectives.
• Develop deep understanding of customer requirements and translate to a high level solution, scope, approach, effort.
• Grow deal size by becoming a Trusted Advisor for the customer and manage alignment with their strategy.
• Provide continuity during the pre-sales process through engagement delivery.
• Assisting with the writing of SoWs with a strong focus on pre-requisites and risk management.
• Gain customer approval of the SoW scope and services description through multiple walk-throughs.
• Engage with internal delivery resources to request specialist scoping support where required.
• Bridge between the delivery approach and technical scope and architecture.
• Build project roadmaps (e.g. phasing) aligned to customers capabilities and business objectives.
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Align delivery and Impact teams for scoped projects. Drive further license and services revenue by picking up gaps and further opportunities within the customer.
• Support project initiation and planning activities to ensure seamless transition to delivery and that the agreed methodology and approach is respected through sales to delivery.
• Become a part of the extended project governance team and attend check points and governance meetings.
• Attend post-delivery reviews and project close out and ensure feedback is captured to refine and improve scoping.
• Interlock with existing customer engaged teams, where present, to further understand where opportunities exist.
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem.
Qualifications
To be successful in this role you have:
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry.
• 12+ years delivery management experience as part of a professional services organization, including 5+ years experience in delivery within the ServiceNow ecosystem.
• Familiarity with ITIL, agile delivery methodologies, or broader digital transformation delivery frameworks. Knowledge and experience with Now Create is preferred.
• Ability to identify key risks and dependencies when establishing plans for a customers business transformation.
• The ability to build strong relationships internally and externally, ensuring proper engagement with core teams and customers.
• Ability to talk to customers in their language, around their industry, and at the appropriate level across Executive, Business and Technical stakeholders.
• Experience of creating and presenting, complex, multi technology transformation programs while creating the link to the business value proposition. • The ability to manage complex customer pursuits and invest time and resources appropriately.
• Ability to navigate tough conversations and challenging meetings with internal and external customers.
• Strong focus on ownership and execution against deadlines while managing multiple opportunities at a time.
• Strong commercial acumen - familiarity with deal shaping, pricing models, and contract considerations.
• Up to 20% travel annually, driven by customer needs and internal meetings.
FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
The Principal Engagement Manager acts as an authority on ServiceNow Expert Services project methodology and best practices, demonstrating the ability to tailor the approach to meet need of the client while preserving a structured process, all with the goal of accelerating adoption and driving customer business outcomes. The Engagement Manager will work with ServiceNow Sales, Solution Consulting, partners, ServiceNow Services Sellers and others to qualify, manage and close expert services opportunities. The Engagement Manager will work on the largest digital transformation opportunities with our most strategic customers.
What you get to do in this role
• Support pre-sales activities like conducting sales presentations, leading scoping discussions/workshops with a focus on methodology and approach, estimating consulting engagement efforts in partnership with Services Account Executives (SAE), Solution Sales Executives/Consultants, Sales Account Executives, Solution Architects, and Partner Sales Organizations
• Build credibility/trust with core Customer account teams to ensure they engage with the Customer Excellence Group (CEG) early in the deal lifecycle and so they are comfortable with CEG leading pursuits and working with the customer on stand-alone Services deals.
• Be a strong evangelist of the ServiceNow value proposition aligned to customers objectives.
• Develop deep understanding of customer requirements and translate to a high level solution, scope, approach, effort.
• Grow deal size by becoming a Trusted Advisor for the customer and manage alignment with their strategy.
• Provide continuity during the pre-sales process through engagement delivery.
• Assisting with the writing of SoWs with a strong focus on pre-requisites and risk management.
• Gain customer approval of the SoW scope and services description through multiple walk-throughs.
• Engage with internal delivery resources to request specialist scoping support where required.
• Bridge between the delivery approach and technical scope and architecture.
• Build project roadmaps (e.g. phasing) aligned to customers capabilities and business objectives.
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Align delivery and Impact teams for scoped projects. Drive further license and services revenue by picking up gaps and further opportunities within the customer.
• Support project initiation and planning activities to ensure seamless transition to delivery and that the agreed methodology and approach is respected through sales to delivery.
• Become a part of the extended project governance team and attend check points and governance meetings.
• Attend post-delivery reviews and project close out and ensure feedback is captured to refine and improve scoping.
• Interlock with existing customer engaged teams, where present, to further understand where opportunities exist.
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem.
Qualifications
To be successful in this role you have:
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry.
• 12+ years delivery management experience as part of a professional services organization, including 5+ years experience in delivery within the ServiceNow ecosystem.
• Familiarity with ITIL, agile delivery methodologies, or broader digital transformation delivery frameworks. Knowledge and experience with Now Create is preferred.
• Ability to identify key risks and dependencies when establishing plans for a customers business transformation.
• The ability to build strong relationships internally and externally, ensuring proper engagement with core teams and customers.
• Ability to talk to customers in their language, around their industry, and at the appropriate level across Executive, Business and Technical stakeholders.
• Experience of creating and presenting, complex, multi technology transformation programs while creating the link to the business value proposition. • The ability to manage complex customer pursuits and invest time and resources appropriately.
• Ability to navigate tough conversations and challenging meetings with internal and external customers.
• Strong focus on ownership and execution against deadlines while managing multiple opportunities at a time.
• Strong commercial acumen - familiarity with deal shaping, pricing models, and contract considerations.
• Up to 20% travel annually, driven by customer needs and internal meetings.
FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
Top Skills
Agile Delivery Methodologies
AI
Digital Transformation Frameworks
Itil
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