Overview:Milestone Technologies is seeking a high-performing, client-focused
ServiceNow Engagement Manager to join our ServiceNow practice. This role is key to ensuring successful delivery of ServiceNow projects and programs across ITSM, ITOM, HRSD, CSM, and other modules within the platform. The Engagement Manager (EM) is responsible for the end-to-end management of ServiceNow engagements - from planning and execution to closure and client success - while driving internal alignment and delivery excellence.
Milestone's process-driven and service-centric implementation approach is well-suited to customers seeking transformative results through the ServiceNow platform. We're looking for a multidimensional leader with proven experience in project delivery, consulting, and client relationship management within the ServiceNow ecosystem.
Key Responsibilities:- Serve as the primary point of contact for assigned clients throughout the project lifecycle.
- Lead ServiceNow projects and programs from initiation through go-live and transition to operations.
- Manage scope, budget, timeline, risks, and resources to ensure successful delivery.
- Ensure consistent and transparent client communication, including leading regular status updates and executive briefings.
- Drive team accountability for deliverables, timelines, and quality standards.
- Collaborate with solution architects and technical consultants to ensure requirements are clearly defined, understood, and met.
- Proactively identify, communicate, and manage risks, issues, and changes to scope through formal governance processes.
- Prepare and deliver client-facing documentation including project plans, status reports, risk logs, and change orders.
- Monitor project financials and ensure forecast accuracy and margin targets are met.
- Support pre-sales and scoping efforts for new projects and expansions; assist with SOW creation.
- Mentor junior team members and lead internal initiatives to improve project delivery methodologies and frameworks.
- Foster long-term client relationships, identify future opportunities, and support account growth.
Recommended Enhancements for Milestone's ServiceNow Engagement Practice:- Utilize and refine Milestone's ServiceNow delivery framework, incorporating Agile and hybrid models.
- Maintain a strong focus on out-of-the-box solutions and implementation governance.
- Establish and reinforce communication and escalation protocols across large or multi-phase engagements.
- Track client satisfaction and success metrics throughout the project lifecycle to support renewal and expansion.
- Champion Milestone's values and culture of excellence and transparency.
Required Qualifications:- 3 years leading full lifecycle ServiceNow implementation projects (minimum of 3 end-to-end engagements).
- 5 years of professional project management experience in a consulting or professional services environment.
- 2 years of hands-on experience with ServiceNow across multiple applications (ITSM, HRSD, ITOM, etc.).
- Proven ability to manage multiple stakeholders and lead cross-functional delivery teams.
- Strong verbal and written communication skills with the ability to engage technical and non-technical audiences.
- Experience with project financials including forecasting, margin tracking, and change management.
- U.S.-based with the ability to travel as needed (target
