About This Role
As a Senior Delivery Manager within RGP's US ServiceNow Practice, you will be accountable for the successful delivery and commercial performance of a portfolio of ServiceNow consulting engagements. You will provide executive level client leadership, oversee delivery governance and financial performance, manage risks and escalations, and enable multidisciplinary teams to deliver measurable business outcomes.
This is a senior professional services leadership role that extends beyond traditional project management. You will maintain oversight of engagement scope, schedule, budget, quality, resources, contractual commitments, and customer satisfaction while helping clients realize long-term value from the ServiceNow platform.
You will serve as a trusted advisor to client sponsors and program leaders and as a critical connection among clients, RGP delivery teams, sales professionals, ServiceNow, and other delivery partners. You will lead with transparency, sound judgment, and a strong sense of ownership, identifying delivery challenges early and taking decisive action to keep engagements healthy.
The successful candidate combines disciplined program delivery with commercial awareness, executive presence, and a practical understanding of the ServiceNow ecosystem. You are comfortable leading complex engagements, developing high-performing teams, navigating difficult client situations, and contributing to the continued growth and maturity of RGP's ServiceNow Practice.
Base Pay Range: $160,000 - $190,000
Other Compensation: Incentive Compensation
*As part of our hiring process, individuals who are selected for employment will be required to complete a visual identity verification as part of initial screening along with standard identity verification process, such as I-9 submission, as part of the onboarding process.*
What You Will Work On
- Lead the delivery and commercial performance of a portfolio of ServiceNow consulting engagements, ranging from focused implementations to complex, multi-workstream transformation programs.
- Serve as the senior delivery contact for client executives, sponsors, program leaders, and other key stakeholders.
- Establish effective engagement governance, including decision-making forums, steering committees, reporting cadences, escalation paths, and delivery controls.
- Ensure engagements meet agreed commitments for scope, schedule, budget, quality, customer experience, and business outcomes.
- Maintain oversight of engagement financials, including revenue forecasting, gross margin, utilization, billing milestones, estimate-to complete, and financial variances.
- Monitor portfolio health through delivery metrics, project reporting, financial analysis, customer feedback, quality reviews, and regular engagement assessments.
- Identify delivery, financial, contractual, resource, and customer risks early and lead appropriate mitigation, corrective-action, or service recovery plans.
- Lead the resolution of critical client issues and escalations, creating clear accountability and maintaining timely communication with client and RGP leadership.
- Maintain alignment between contracted scope and delivery activities, applying disciplined change control when customer requirements or delivery conditions extend beyond agreed commitments.
- Oversee staffing and capacity requirements across functional, technical, architecture, integration, user experience, quality assurance, change management, and program management resources.
- Coordinate effectively across onshore, offshore, subcontractor, client, ServiceNow, and third-party delivery teams.
- Guide teams in applying ServiceNow Now Create, Agile, and RGP delivery practices appropriately for each engagement.
- Partner with Solution Architects, Technical Architects, and Practice
- Leaders to maintain solution quality, platform integrity, and alignment with ServiceNow leading practices.
- Ensure project plans, status reports, risk and issue registers, decision logs, financial forecasts, and other delivery artifacts are complete, accurate, and maintained throughout the engagement lifecycle.
- Lead or participate in project kickoffs, executive reviews, steering committee meetings, quarterly business reviews, and engagement closeout activities.
- Maintain clear communication with client and internal stakeholders regarding engagement status, risks, decisions, financial performance, and actions required.
- Coach and mentor Engagement Managers, Project Managers, and emerging delivery leaders, providing guidance on delivery practices, client leadership, and professional development.
- Partner with Practice Leadership to support resource planning, talent development, performance feedback, succession planning, and certification goals.
- Partner with Sales and Practice Leadership during opportunity qualification, solutioning, estimation, proposal development, contracting, and the transition from sales to delivery.
- Identify opportunities to create additional client value and support follow-on work while maintaining objectivity and protecting the success of current engagements.
- Capture lessons learned and contribute to the continuous improvement of RGP delivery playbooks, templates, estimation methods, governance standards, and quality controls.
- Support the development of customer references, case studies, and delivery success stories when appropriate.
- Stay informed about ServiceNow platform capabilities, product releases, partner programs, implementation practices, and trends affecting RGP clients.
What You Will Bring
- 10+ years of progressive experience in technology consulting, enterprise software, or professional services.
- 7+ years of experience leading complex technology implementations, transformation programs, or consulting engagements.
- 3+ years of experience managing ServiceNow implementations, programs, or a portfolio of ServiceNow engagements.
- Demonstrated accountability for engagement or portfolio financial performance, including revenue, margin, forecasting, utilization, and estimate-to-complete.
- Experience managing multiple concurrent engagements and multidisciplinary delivery teams.
- Experience delivering both fixed-price and time-and-materials professional services engagements.
- Strong understanding of project and program governance, including scope, schedule, risk, issue, dependency, decision, quality, and change management.
- Demonstrated ability to manage executive client relationships, facilitate governance discussions, resolve conflict, and lead challenging escalations.
- Experience interpreting statements of work and managing delivery against contractual commitments, assumptions, dependencies, constraints, and acceptance criteria.
- Strong understanding of Agile delivery methods and enterprise SaaS implementation practices.
- Working knowledge of the ServiceNow platform, implementation lifecycle, product ecosystem, and partner delivery model.
- Ability to translate technical, operational, and financial information into clear recommendations for executive stakeholders.
- Strong analytical and critical-thinking skills, with the ability to identify patterns, evaluate options, and make timely decisions in complex situations.
- Excellent verbal, written, facilitation, negotiation, and presentation skills.
- High emotional intelligence and the ability to lead through influence across matrixed teams without relying on direct authority.
- Demonstrated ability to build trust, create accountability, and motivate geographically distributed teams.
- Strong organizational and time-management skills, with the ability to balance multiple client and internal priorities.
- A client-focused mindset and commitment to delivering practical, measurable, and sustainable business outcomes.
- An entrepreneurial spirit, collaborative leadership style, and desire to help build and mature a growing ServiceNow consulting practice.
Preferred Qualifications
- ServiceNow Certified System Administrator certification.
- One or more ServiceNow Certified Implementation Specialist certifications.
- Project Management Professional, PMI Agile Certified Practitioner, Certified ScrumMaster, SAFe, or comparable project or program management certification.
- ITIL 4 Foundation or higher certification.
- Experience applying ServiceNow Now Create methodology.
- Experience leading globally distributed or blended onshore and offshore delivery teams.
- Experience supporting presales solutioning, estimates, statements of work, and sales-to-delivery transitions.
- Experience with one or more major ServiceNow workflow areas, such as ITSM, ITOM, ITAM, HRSD, CSM, CRM, IRM, SPM, or industry solutions.
- Experience with ServiceNow managed services, platform operations, or post-implementation optimization programs.
- Experience using AI-enabled tools to improve delivery planning, reporting, analysis, knowledge management, or decision-making.
How Success Will Be Measured
Success in this role will be evaluated through a balanced set of delivery,
commercial, customer, and team outcomes, including:
- Achievement of portfolio revenue and gross-margin expectations.
- Accuracy and timeliness of engagement forecasts.
- On-time and on-budget delivery performance.
- Customer satisfaction, confidence, and reference ability.
- Engagement health and effectiveness of risk management.
- Scope, contractual, and change-control discipline.
- Quality of delivery governance and executive reporting.
- Resource utilization and staffing effectiveness.
- Compliance with RGP and ServiceNow delivery practices.
- Identification and support of appropriate client expansion opportunities.
- Development, engagement, and retention of delivery team members.
- Contribution to practice methods, reusable assets, and continuous improvement.
What You Can Expect
- An inspirational place for you to do your best work, be engaged in meaningful ways, and continually develop the skills, competencies and qualities that set our team apart.
- Compensation commensurate with your qualifications, experience, and other factors, including geographic location, market and operational factors.
- Total Rewards based on eligibility include: Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off, Paid Holidays and Paid Sick Time (in geographies where legally required).
