ServiceNow Engagement Director

Overview

Title: Service Now Engagement Director

Location: Charlotte, NC (REMOTE, with occasional meetings in office)

Duration: 3 year contract

Work Requirements: US Citizen, GC Holders or Authorized to work in US

The Engagement Director is the senior-most delivery and client leadership role for a complex, outcome-based Service Now transformation program. This role holds end-to-end accountability for program execution, financial performance, risk management, and executive stakeholder alignment across a multi-stream platform modernization initiative.

The scope of this engagement—encompassing Service Now platform modernization, application-driven transformation, and parallel client team enablement—requires leadership beyond a traditional project or program management function. The Engagement Director serves as the strategic peer to executive sponsors, acting as the single point of contact for the Managed Service and ensuring the holistic health and success of the engagement.

The Engagement Director operates at the intersection of strategy, execution, and commercial governance. This role ensures that aggressive staffing and delivery plans translate into accelerated delivery velocity and measurable business outcomes. The Engagement Director aligns diverse technical and organizational work streams to a unified "Service-Aware” vision, avoiding siloed execution and ensuring enterprise-wide value realization from the Service Now platform.

• Own the end-to-end delivery of the Service Now Platform Services Alignment roadmap, including execution of the Q1 2026 milestones, the 120-day critical path, and subsequent program phases.
• Orchestrate and integrate multiple concurrent work streams, including platform modernization, application modernization, data fabric enablement, automation, and organizational change management.
• Ensure delivery excellence, velocity, and quality across all teams while managing interdependencies and constraints.

• Serve as the primary executive point of contact and escalation for client leadership and executive sponsors.
• Maintain continuous, active engagement with senior stakeholders, ensuring alignment on vision, priorities, risks, and outcomes.
• Lead executive communications, steering committee forums, and decision-making processes.
• Navigate procurement, contractual, and commercial processes in collaboration with client and internal leadership.

• Lead the transition from a staff augmentation model to a fully operational Managed Services engagement.
• Define, govern, and report on outcome-based KPIs, including:
  • Service Now Service Mapping coverage and service visibility
  • Common Service Data Model (CSDM) maturity and adoption
  • Process Mining insights and measurable value realization
• Ensure outcomes are contractually aligned, measurable, and tied to business value.

• Establish and enforce program governance frameworks, including architectural review boards, decision logs, and escalation paths.
• Own risk management across delivery, architecture, operations, and commercial dimensions.
• Manage and govern "greenfield versus fixed” architectural decisions, ensuring all decisions are documented, approved, and aligned with the Service-Aware platform strategy.
• Ensure compliance with enterprise, regulatory, and security standards.

• Maintain full financial accountability for the engagement, including budget ownership, forecasting, margin protection, and change management.
• Ensure delivery performance aligns with contractual commitments and outcome-based financial models.

• Provide directive leadership to cross-functional delivery teams and partner organizations.
• Drive a culture of accountability, collaboration, and high-performance execution.
• Ensure staffing models, capacity planning, and skill alignment support aggressive delivery timelines and quality standards.
• Coach and mentor senior delivery leaders to sustain long-term program success.

• Extensive experience leading enterprise-scale Service Now…