Principal Engagement Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

The Principal Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following Service Now's leading practice methodology, Now Create, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation.

The EM is also responsible for assembling and leading the Service Now resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.

• Lead the delivery team throughout the engagement, often in collaboration with a services partner.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials.
• Work with the Sales Account Team, partner and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered.
• Understand the goals and align the deliverables accordingly.
• Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long‑term customer success.
• Be the single contact to encourage collaboration and customer agreement on proposed solutions.
• Mentor Customer Outcomes 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.
• Lead the delivery team throughout complex programs, often with multiple work streams and in collaboration with a services partner.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
• Minimum of 10 years of high‑tech/SaaS industry experience.
• 8+ years in Customer Engagement roles.
• Prior experience with implementing or supporting Service Now products in an Enterprise.
• Strong cross‑functional, technical Project Management experience including planning, scheduling, monitoring and stakeholder reporting.
• Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll‑out and beyond.
• Strong documentation and presentation skills including creative thinking and willingness to work hands‑on to deliver impactful outcomes.
• Experience with analytics and understanding of metrics and KPIs (as defined).
• Thought leadership and strategic thinking.
• Ability to gather and analyze data to understand the pros and cons of different decisions and options.
• Ability to communicate abstract ideas clearly and independently manage complex project objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading and planning meetings, reviews, and retrospectives.
• Strong customer orientation and an innate ability to anticipate and act.
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time.
• Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically.
• BS/BA degree in computer science,…