Role descriptionJob Title: Principal Engagement Manager
Location: Santa Clara, CA (Remote)
Job Description:
- Leverage extensive expertise to assess project impacts considering crosseffects and alternative actions while building crossgeo crossfunctional 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 largescale highrisk 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 longterm 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 engagements deliverables and promote the customers 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
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving
- This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
- 12 years progressive experience as part of a professional services organization or equivalent educationexperience
- Ability to travel up to 50
- Industry domain expertise in insert workflow
- 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 valuedriven AI adoption
