Principal Engagement Manager

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 :

Lead the delivery team throughout the engagement, often in collaboration with a services partner.

Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.

Work with the Sales Account Team, partner and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.

Understand the goals and align the deliverables accordingly.

Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long‑term customer success.

Be the single contact to encourage collaboration and customer agreement on proposed solutions.

Mentor Customer Outcomes 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.

Lead the delivery team throughout complex programs, often with multiple workstreams and in collaboration with a services partner.

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 AI’s potential impact on the function or industry.

Minimum of 10 years of high‑tech / SaaS industry experience

8+ years in Customer Engagement roles

Prior experience with implementing or supporting ServiceNow products in an Enterprise

Strong cross‑functional, technical Project Management experience including planning, scheduling, monitoring and stakeholder reporting

Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll‑out and beyond

Strong documentation and presentation skills including creative thinking and willingness to work hands‑on to deliver impactful outcomes

Experience with analytics and understanding of metrics and KPIs (as defined)

Thought leadership and strategic thinking

Ability to gather and analyze data to understand the pros and cons of different decisions and options

Ability to communicate abstract ideas clearly and independently manage complex project objectives

Excellent negotiation and persuasion skills.

Facilitation skills in leading and planning meetings, reviews, and retrospectives.

Strong customer orientation and an innate ability to anticipate and act

Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement

Ability to learn quickly and pick up tools, systems, and processes in a short amount of time

Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically

BS / BA degree in computer science, engineering or related discipline preferred

Travel up to 50%

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.

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