The Principal / Senior Engagement Manager / Project Manager at ServiceNow will lead large, complex customer engagements, ensuring successful delivery of the ServiceNow cloud platform. This role demands strong leadership, deep implementation expertise, and fluency in both German and English to guide teams and drive customer success.
What You'll Do
- Lead the delivery team throughout the engagement and drive the overall vision and direction.
- Work with the Sales Account Team, partner, and customer to understand the customer and the engagement, including challenges, partners, issues, and value being delivered.
- Apply expertise from the Now Create methodology and prescriptive guidance to promote the delivery of the engagement, including long-term customer success.
- Be the single point of contact for the ServiceNow internal organization, customer and partner to foster collaboration, effective decision-making and customer agreement on proposed solutions.
- Establish program governance to manage requirements in line with agreed scope, time, schedule, cost and business objectives.
- Proactive development and execution of proven risk assessment, prevention, and mitigation plans, and efficient identification, tracking, and resolution of issues.
- Mentor ServiceNow or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.
- Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
- Work with the Sales Account Team as the Project/Program implementation expert during sales cycles.
What We're Looking For
- 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 AI’s potential impact on the function or industry.
- Experience with implementing or operating the ServiceNow platform and ServiceNow certifications is required
- 8+ years of progressive experience as part of a professional services organization or equivalent experience
- Ability to travel up to 50%
- Excellent communication skills, both written and verbal, in English & German languages
- Project Management certification in PMI or similar
- Right to work in the country you have applied to
Nice to Have
- Agile Scrum experience and Scrum Master certification are desirable
- Comfortable leading projects independently
- Good understanding of technology
- Proven success in driving complex issues through analysis and resolution
- A growth mindset and willingness to learn new things independently and at pace!
Technical Stack
- ServiceNow platform
- Now Create methodology
- AI-powered tools
- Workflow automation tools
- Project Management tools (PMI or similar)
- Agile Scrum frameworks
Team & Environment
- Expert Services delivery team with collaboration across Sales Account Team, partners, and customers
Benefits & Compensation
- Flexible and trusted approach to distributed work
- Equal opportunity employment
- Reasonable accommodations for candidates with disabilities
- Eligibility for export control approvals where required
Work Mode
- Hybrid work model
- Locations: San Diego, California; Global (with role requiring up to 50% travel)
- Work personas (flexible, remote, or required in office) assigned based on role and location; flexibility and trust in distributed work model
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.
