Willware Technologies - ServiceNow Engagement Manager - Implementation & Support

Description :

Role : ServiceNow Engagement Manager

Experience: 8+ Years

Employment Type: Full-Time

Job Summary :

We are looking for an experienced ServiceNow Engagement Manager to lead and manage end-to-end ServiceNow engagements across enterprise clients.

The ideal candidate should have strong experience in client engagement, delivery management, stakeholder coordination, ServiceNow implementations, and team management.

The candidate will be responsible for driving successful project delivery, managing customer relationships, overseeing implementation strategies, and ensuring alignment between business objectives and ServiceNow solutions.

Key Responsibilities :

- Manage end-to-end ServiceNow engagements including project planning, execution, delivery, and support.

- Act as the primary point of contact for clients and manage stakeholder communication throughout the engagement lifecycle.

- Work closely with business teams, technical architects, developers, and consultants to ensure successful delivery of ServiceNow solutions.

- Lead requirement gathering sessions, project discussions, solution planning, and delivery governance.

- Manage multiple ServiceNow implementation and enhancement projects across modules such as ITSM, ITOM, HRSD, CSM, ITAM, and FSM.

- Drive project execution while ensuring quality, timelines, resource allocation, and customer satisfaction.

- Monitor project risks, dependencies, escalations, and issue resolution activities.

- Coordinate with cross-functional teams for integrations, platform customization, testing, deployment, and support activities.

- Ensure adherence to ServiceNow best practices, governance standards, and Agile/Scrum methodologies.

- Support pre-sales activities, solution discussions, effort estimations, and client presentations whenever required.

- Prepare project status reports, delivery metrics, documentation, and executive updates.

- Mentor and guide technical teams to ensure efficient delivery and continuous improvement.

Required Skills :

- Strong experience in managing ServiceNow implementation and support engagements.

- Good understanding of ServiceNow platform capabilities and modules including ITSM, ITOM, HRSD, CSM, ITAM, and FSM.

- Experience in project management, stakeholder management, and delivery governance.

- Strong knowledge of Agile/Scrum methodologies and ITIL processes.

- Experience in handling enterprise clients and managing multiple projects simultaneously.

- Understanding of ServiceNow development, integrations, workflows, and platform customization.

- Excellent communication, leadership, presentation, and problem-solving skills.

- Strong experience in resource planning, risk management, and client coordination.

Preferred Qualifications :

- ServiceNow certifications such as CSA, CAD, or CIS certifications are preferred.

- PMP, Scrum Master, or ITIL certifications will be an added advantage.

- Experience working in enterprise digital transformation and ServiceNow consulting environments.

- Ability to manage large-scale ServiceNow programs and client engagements independently