ServiceNow Engagement Manager

Our client, an IT Services firm driving innovation in the federal government industry, are hiring a ServiceNow Engagement Manager to join their team in Virginia on a contract basis. The successful candidate will oversee end-to-end ServiceNow deployments, ensuring smooth execution, proactive risk management and consistently high customer satisfaction.

Responsibilities

• Oversee the full lifecycle of ServiceNow engagements, including strategy, design, training and implementation.
• Serve as the primary point of contact for clients, delivering regular updates, resolving issues and escalating when needed.
• Partner with Sales to develop and manage project change requests (PCRs) and Statements of Work (SOWs).
• Lead cross-functional teams, driving project success through proactive scope, risk and expectation management.
• Foster strong client relationships through consistent communication and transparent status reporting.
• Ensure adherence to defined roles, responsibilities and compliance standards across project teams.
• Manage and maintain deployment records in the ServiceNow Partner Portal.
• Capture and submit Customer Success Stories (CSS) based on post-deployment client feedback.

Skillset

• US Citizenship with ability obtain Public Trust or higher clearance.
• Master’s degree in Computer Science, Software Engineering or similar.
• Minimum of 5 years' experience in Engagement Management, preferably within a consulting environment.
• Proven track record in deploying SaaS and ITIL-based solutions.
• In-depth understanding of the ServiceNow platform and established project management practices.
• Familiarity with MSP frameworks and Domain Separation architecture.
• ITIL® v3 Certification is required. ServiceNow Administrator and Implementation Specialist certifications are a plus.
• Exceptional leadership, communication and presentation abilities
• Experience managing cross-functional and geographically distributed technical teams.

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