ServiceNow Engagement Manager

K&K Global Talent Solutions Inc. is an international recruiting agency that has been providing technical resources in the Canada and the USA region since 1993.This position is with one of our clients in USA, who is actively hiring candidates to expand their teams.Job Title: ServiceNow Engagement ManagerLocation: Remote with 50% Travel Position type: Full time/Permanent Job DescriptionKey Responsibilities:• Lead the delivery team across large, complex, and potentially multi-workstream engagements,frequently in collaboration with services partners.• Apply advanced project implementation, scheduling, monitoring, and delivery-managementexpertise to maintain effective and timely execution.• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting,and financials.• Build strong cross-geography, cross-functional, customer, and partner relationships that supportdelivery and strengthen the Expert Services brand.• Work with the Sales Account Team, customer, partner, and delivery leadership to understandengagement objectives, challenges, issues, and expected value.• Apply the Now Create methodology and ServiceNow prescriptive guidance to promotesuccessful delivery and long-term customer outcomes.• Serve as the primary contact for delivery coordination, executive communication, escalationresponse, collaboration, and customer agreement on proposed solutions.• Identify gaps between actual performance and the plan of record and drive timely corrective actionand resolution.• Coach, mentor, and manage services partners, Engagement Managers, and Associate EngagementManagers.• Communicate a clear delivery story through governance forums, executive updates,status reporting, and difficult customer conversations.Delivery Lifecycle Expectations• Initiate: Host kickoff workshops, submit resource requests, issue the project plan andworkshop schedule, share customer questionnaires with delivery roles, and establishgovernance forums, including Steering Committees.• Plan: Coordinate customer workshops, maintain risks, issues, decisions, actions, and changes,and direct release and sprint planning with the Business Process Consultant and Technical Consultant.• Execute: Lead governance forums, daily stand-ups, and scope checkpoints; distributeexecutive status reporting; maintain resource plans and delivery controls; direct escalationresponses; coordinate testing and UAT readiness; and define the go-live and transition plan.• Close: Lead or support the customer closeout workshop, conduct lessons learned,review customer feedback, and complete the success story documenting business valueand lessons learned.Qualifications:• 8+ years of progressive professional services experience or equivalent education and experience.• Industry-domain expertise aligned with the supported workflow.• Demonstrated success independently leading larg e, complex implementations andmulti-team delivery environments.• Advanced expertise in project implementation, scheduling, monitoring, governance,financial management, resource management, risk management, issue resolution, and change control.• Strong executive communication, customer-facing leadership, facilitation, negotiation,collaboration, and stakeholder-management skills.• Proven success driving complex delivery issues through analysis and resolution.• Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum andITIL certifications are optional.• Required certification: ServiceNow Certified System Administrator (CSA).ServiceNow certifications aligned with the supported workflow are preferred.• Ability to apply AI tools to streamline workflows, generate insights, and support strategic initiatives.• Understanding of core AI concepts, ethical considerations, and platform capabilities, with the abilitydto explain their application in customer contexts.• Ability to travel up to 50%.