Professional Services Engagement Manager
Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description What you get to do in this role: The ServiceNow data catalog team is seeking an experienced Professional Services Engagement Manager (EM) to join us as we provide world class implementation and ongoing services support to our customers. As a member of the data catalog team, you will collaborate directly with our clients to execute onboarding projects and other defined scopes of work using our established project delivery methodology. We seek a driven team member who is passionate about helping clients identify and implement the use cases that will have the greatest positive impact on their business. As a member of the ServiceNow data catalog team, you will: • Lead customer onboarding by managing projects in collaboration with customers and internal partners, defining project goals, documenting detailed scopes, and customizing plans to ensure successful customer engagement (typically 12-18 weeks). • Schedule and facilitate customer meetings, providing clear agendas and meeting notes. • Prepare and present project status reports to align with customer project stakeholders, addressing progress, risks, issues, and achievements. • Identify, document, and escalate project risks internally to ensure customer satisfaction and project success. • Collaborate closely with cross-functional teams to ensure excellence in customer experience, smooth transitions between lifecycle stages, and long-term customer success. • Travel occasionally within the US, up to 25%, as required. Qualifications To be successful in this role you have: • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. • Hold an associate’s degree in a technical field or possess relevant work experience. • Demonstrate 8+ years of customer-facing engagement management experience in professional services or software implementation. • Ability to adapt templated project plans to suit unique customer engagements and evolving needs. • Prioritize multiple projects across various customers while consistently meeting deadlines. • Exhibit high emotional intelligence for effective collaboration with diverse customers and teams. • Communicate effectively with strong written, verbal, presentation, and visual skills. • Show curiosity, willingness to learn, and a proactive approach. Nice to Have: • Proficiency in Project Management software (PSA and/or PPM systems). • Pursuing a recognized Project Management certification (e.g., CAPM, PMP, PRINCE2, Agile). • Proficiency with industry standard computer hardware and software packages as daily work platforms. • Familiarity with data governance and data catalogs, including how they are leveraged for managing and securing enterprise data solutions at scale. • If you are a proactive, adaptable, and customer-focused professional with a passion for engagement management, we would love to hear from you. FD21 Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Apply tot his job