ServiceNow Engagement Manager

Key Responsibilities

Project Execution & Roadmap Governance

Lead complex ServiceNow ITOM projects from initiation through closure by defining clear scope, realistic timelines, budget constraints, and measurable success criteria aligned with enterprise strategy.

Oversee integrated project planning across hybrid work locations by organizing activities, resources, and dependencies into a structured roadmap designed for seamless day-shift execution.

Manage day-to-day delivery by tracking milestones, resolving technical bottlenecks, and guiding ITOM specialists toward stable, performant operations management solutions.

Stakeholder Alignment & Communication

Maintain transparent communication with business partners and leadership through progress reports, executive dashboards, status updates, and risk visibility.

Translate business value expectations and IT infrastructure needs into clear project metrics that demonstrate improvements in service reliability and operational efficiency.

Facilitate ceremonies, checkpoints, and review meetings that maximize productivity, foster cross-team collaboration, and support hybrid work flexibility.

Technical Integration & Solution Scope

Coordinate requirements gathering with process owners, infrastructure engineers, and technical leads to convert operational needs into actionable ServiceNow ITOM configurations.

Guide the rollout and configuration of core ITOM capabilities—including Discovery, Event Management, and Service Mapping—to improve system observability and mitigate service disruptions.

Collaborate across functional units (Infrastructure, Operations, Security, and Application Owners) to manage cross-tool dependencies and ensure seamless integrations with existing toolchains.

Risk Management & Compliance

Maintain an updated risk and issue register, implementing timely mitigation strategies and escalating critical blockers prior to production impact.

Enforce adherence to organizational governance, compliance, and audit-readiness standards, ensuring data integrity and the responsible deployment of operations management tools.

Organizational Readiness & Continuous Improvement

Support post-deployment adoption by coordinating training sessions, documentation, and operational handovers to help teams leverage ITOM features for proactive service management.

Conduct post-implementation reviews and lessons-learned sessions to continuously refine planning approaches and elevate ITOM delivery maturity.

Qualifications & Core Skills

Project Management Expertise: Proven track record of managing full-lifecycle IT enterprise solutions, preferably within ServiceNow platforms (ITOM/ITSM).

Domain Knowledge: Strong understanding of IT Operations Management concepts (Discovery, Event Management, CMDB, Service Mapping, and Infrastructure Monitoring).

Governance & Methodologies: Working knowledge of Agile, Waterfall, or hybrid delivery frameworks, alongside familiarity with ITIL v4 principles.

Stakeholder Management: Excellent verbal and written communication skills with the ability to bridge gaps between technical execution teams and senior executive leadership.

Problem-Solving & Analysis: Strong analytical mindset with experience building dashboards, tracking project health metrics, and maintaining active risk registries.

Preferred Certifications

Project Management Professional (PMP) or PRINCE2 Certification

Agile/Scrum Certification (CSM, PSM, or SAFe)

ITIL v4 Foundation

ServiceNow Certified System Administrator (CSA) or ITOM Micro-Certifications (Discovery / Event Management)