Senior Engagement Manager

Role: Senior Engagement Manager – ServiceNow

(Onsite) in any Persistent office location

(Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA)

Fulltime

Salary: $150K PA (Don’t hold profiles based on salary)

Indent: SF_OP_192298-1-1

Mandatory Certification(s)

CSA CIS Project/Program Management certs

The Senior Engagement Manager – ServiceNow is responsible for leading/supporting end-to-end delivery of ServiceNow projects, ensuring successful client engagements, project governance, and collaboration between business and technical teams. This role blends program coordination, stakeholder management, and ServiceNow platform knowledge, preparing the individual for future leadership in large-scale digital transformation programs.

Key Responsibilities

• Oversee a portfolio of ServiceNow ITSM/ITOM/CSM/HAM/SAM/SecOps/IRM /HRSD engagements with complex, multi-stream scope.
• Shape delivery strategy, operating model, and governance forums (steerco, design authority).
• Coach engagement managers; standardize practices for estimation, risk control, and benefits tracking.
• Partner with sales on solutioning, pricing, and contracting for complex deals.
• Own executive dashboards and value realization reporting.

Required Skills & Qualifications

• Strong understanding of ServiceNow platform capabilities and release cadence.
• Knowledge on Flow Designer, IntegrationHub, and scripting (Glide/JavaScript) as relevant to the role.
• Strong experience working in Agile/Scrum with solid documentation and collaboration skills.
• Excellent stakeholder communication and problem solving.
• Strong understanding of ServiceNow platform and its ecosystem
• Familiarity with ITIL concepts and IT service management processes
• Proficiency with project tracking tools (Jira, ServiceNow Agile 2.0, Azure DevOps, MS Project, or similar)
• Delivery governance, commercial management, and executive stakeholder management.
• Risk/issue management, change control, and benefits/value realization.

Program / Project Management Certification (any one of the following or equivalent):

• PMP / CAPM
• PRINCE2
• SAFe Agilist
• PMI‑ACP
• Certified Scrum Master (CSM)

Preferred/Good to Have

ITIL v4 (Foundation or higher) where not already mandatory.

ServiceNow Micro-certifications (e.g., IntegrationHub, Flow Designer, Performance Analytics).

Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.

What We Offer

Opportunity to work on enterprise-grade ServiceNow transformations and latest releases.

Learning culture with certification sponsorship and internal academies.

Flexible work, inclusive culture, and clear growth paths within the practice.