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:
Role Purpose
Principal Engagement Managers (EMs) lead and drive large and complex Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes. Act as thought leaders, mentors, and trusted advisors on transformation execution, and be the key point of communication and coordination for the delivery team. They keep the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required.
Job Responsibilities:

• Leverage extensive expertise to assess project impacts, considering cross-effects and alternative actions, while building cross-geo, cross-functional, and partner relationships to elevate the ES brand.
• Develop the ability to consistently demonstrate transformation execution thought leadership to the customer during times of ambiguity or conflict.
• Drive large-scale, high-risk engagements with multiple workstreams, ensuring strategic alignment and future account growth.
• Focus on governance, stakeholder alignment, quality checks, and overall project structure to provide comprehensive oversight and ensure full accountability for the project.
• Coach and mentor junior EMs (Senior Engagement Managers, Engagement Managers and Associate Engagement Managers) and lead Senior Engagement Managers in large complex projects.
• 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.
• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.
• Industry domain expertise in Enterprise
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

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 [email protected] 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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