Senior Technical Engagement Manager – ServiceNow

ABOUT THE ROLE

We are looking for a Senior Engagement Manager with strong ServiceNow core platform and IRM/Risk expertise to lead enterprise-scale engagements.

You will own delivery end-to-end, manage onsite/offshore teams, and serve as the trusted advisor to client stakeholders across technical and business functions.

KEY RESPONSIBILITIES

Own full delivery lifecycle — requirements, solution design, implementation, upgrades, and hypercare.Serve as the primary client point of contact; manage expectations and relationships across all stakeholder levels.Lead delivery teams (onsite and offshore) and coordinate across cross-functional workstreams.Manage SOWs, budgets, resource planning, and program-level financials.Drive platform governance including upgrades, patching, health scans, and compliance standards.Conduct regular service reviews and report on SLAs, milestones, risks, and delivery health.Experience

12+ years in IT services with 8+ years in ServiceNow engagement or program management.Background in managed services or professional services with onshore-offshore delivery experience.Hands-on financial management — budgets, P&L, SOW/contracting, and cost optimization.ServiceNow Platform

Strong foundation in core ServiceNow modules — ITSM, CMDB, and Service Catalog.Meaningful exposure to IRM/GRC — Risk Management, Policy & Compliance, and/or Audit Management.Familiarity with platform architecture, CSDM, integrations, and upgrade/patching cycles.Able to engage credibly with technical architects on configuration, workflows, and best practices.Certifications (Optional but good to have)

ServiceNow CSA; CIS-ITSM or CIS-IRM is a strong asset ITIL v3/v4 Foundation or aboveScrum Master certification (CSM or equivalent)