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)