Principal Engagement Manager

at  Servicenow

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we’re proud to be one of FORTUNE’s 100 Best Companies to Work For® and World’s Most Admired Companies® 2022.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
As a ServiceNow Principal Engagement Manager, you will be pivotal in leading an Expert Services delivery team that provides a rapid path to success and ongoing value for customers. Principal Engagement Managers are seasoned leaders who build high-performing teams, accelerate time to value, and drive rapid and effective program decision-making.
In this role, you will use your advanced leadership skills and expertise in delivery, and utilise NowCreate, the ServiceNow Implementation Methodology, to drive successful customer outcomes.

You will be responsible for leading the delivery team throughout large complex customer engagements; these responsibilities include:

• Lead the delivery team throughout the engagement and drive the overall vision and direction.
• Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.
• Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success.
• Be the single point of contact for the ServiceNow internal organization, customer and partner to foster collaboration, effective decision-making and customer agreement on proposed solutions.
• Establish program governance to manage requirements in line with agreed scope, time, schedule, cost and business objectives.
• Proactive development and execution of proven risk assessment, prevention, and mitigation plans, and efficient identification, tracking, and resolution of issues.
• Mentor ServiceNow or Partner team members to achieve the engagement’s deliverables and promote the customer’s desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Work with the Sales Account Team as the Project/Program implementation expert during sales cycles.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE, YOU HAVE :

• 8+ years of progressive experience as part of a professional services organization or equivalent experience
• Ability to travel up to 50%
• Excellent communication skills, both written and verbal, in German and in English
• Project Management certification in PMI or similar
• Agile Scrum experience and Scrum Master certification are desirable
• Comfortable leading projects independently
• Good understanding of technology
• Proven success in driving complex issues through analysis and resolution
• Experience with implementing or operating the ServiceNow platform and/or ServiceNow certifications is desirable.
• A growth mindset and willingness to learn new things independently and at pace!
  Additional Information
  ServiceNow is an Equal Employment 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.
  At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
  If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
  For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
  Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site

You will be responsible for leading the delivery team throughout large complex customer engagements; these responsibilities include:

• Lead the delivery team throughout the engagement and drive the overall vision and direction.
• Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.
• Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success.
• Be the single point of contact for the ServiceNow internal organization, customer and partner to foster collaboration, effective decision-making and customer agreement on proposed solutions.
• Establish program governance to manage requirements in line with agreed scope, time, schedule, cost and business objectives.
• Proactive development and execution of proven risk assessment, prevention, and mitigation plans, and efficient identification, tracking, and resolution of issues.
• Mentor ServiceNow or Partner team members to achieve the engagement’s deliverables and promote the customer’s desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Work with the Sales Account Team as the Project/Program implementation expert during sales cycles