Principal Engagement Manager

Company's Overview

At ServiceNow, our tech helps the world function for everyone, and our team makes it happen. We're quick because the world can't wait, and we innovate uniquely for our clients and communities. By joining ServiceNow, you become part of a team of change makers who are ambitious, curious, and inventive. We believe that your best work thrives when you lead a full life and share your unique talents. Together, we aim high, supporting each other to turn our dreams into reality. The future belongs to all of us, and it all starts with you.

With over 7,400 customers, we cater to about 80% of the Fortune 500 companies, and we are honored to be listed on FORTUNE's 100 Best Companies to Work For and World's Most Admired Companies 2022.

Discover more about Life at Now on our blog and listen to our employees share their experiences at ServiceNow.

If you aren't sure you meet every qualification in a job description but are super excited about the role, we encourage you to... apply. At ServiceNow, our focus is on creating an inclusive environment where every voice is valued, heard, and respected. We welcome all candidates, including those from diverse backgrounds that may not have followed a traditional path to this role. We believe skills and experiences are transferable, and a desire for big dreams makes for exceptional candidates. Position Summary

As a ServiceNow Principal Engagement Manager, you play a critical role in leading a team that delivers Expert Services, ensuring swift success and ongoing value for customers. Principal Engagement Managers are seasoned leaders who form high-performing teams, speed up time to value, and steer prompt and effective program decisions.

In this capacity, your advanced leadership skills and delivery expertise will be crucial as you leverage Now Create, the ServiceNow Implementation Methodology, to drive successful customer outcomes.

Your responsibilities include leading the delivery team through large, intricate customer engagements. Specific duties include:

• Lead the delivery team through the engagement, setting the overall vision and direction.
• Collaborate with the Sales Account Team, partner, and customer to grasp the customer and the engagement, including challenges, partners, issues, and delivered value.
• Leverage expertise from the Now Create methodology and offer prescriptive guidance to support the engagement's delivery, ensuring long-term customer success.
• Act as the main contact for the ServiceNow internal team, customer, and partner to encourage collaboration, effective decision-making, and customer consensus on proposed solutions.
• Establish program governance to manage requirements within agreed scope, timelines, costs, and business objectives.
• Proactively develop and execute risk assessment, prevention, and mitigation plans, along with identifying, tracking, and resolving issues efficiently.
• Coach ServiceNow or Partner team members to achieve engagement deliverables and drive the desired results for the customer.
• Identify gaps between actuals and the plan of record, suggest solutions, and drive resolutions.
• Collaborate with the Sales Account Team as the expert during sales cycles for Project/Program implementation. Requirements

To excel in this role, you should have:

• Minimum of 8 years of progressive experience in a professional services organization or equivalent
• Hands-on experience with implementing or operating the ServiceNow platform and possessing ServiceNow certifications
• Capability to travel up to 50%
• Strong communication skills in both written and verbal formats, in English & German languages
• Certification in Project Management like PMI or similar
• Experience with Agile Scrum and holding a Scrum Master certification is advantageous
• Comfort leading projects independently
• Solid grasp of technology
• Track record of successfully handling complex issues through analysis and resolution
• A growth mindset and a readiness to learn new things autonomously and swiftly Additional Details

ServiceNow is an Equal Opportunity Employer. All qualified candidates will receive equal employment opportunities irrespective of race, color, religion, gender, sexual orientation, nationality, age, disability, gender identity, marital status, veteran status, or any other legally protected category.

At ServiceNow, we value flexibility and trust in our current work environment. Discover more about our work personas: flexible, remote, and required-in-office.

If you need accommodations to complete your application process, or face limitations in accessing the online application system, contact us for alternative application methods.

For roles involving access to technical data under export control regulations, including Export Administration Regulations (EAR), ServiceNow might need approval from the U.S. Government for certain individuals. Employment is subject to obtaining any necessary export license or approval from the U.S. Government.

Please beware of fraudulent job postings/job scams, which are becoming more prevalent. Learn about how to spot and protect yourself from such scams. Genuine ServiceNow job postings are available through the ServiceNow Careers site