It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

As a Principal Engagement Manager at ServiceNow, you will lead complex ServiceNow implementation programmes that help customers accelerate business outcomes, realise value faster, and support their broader business transformation initiatives.

ServiceNow is at the forefront of AI-enabled enterprise transformation, helping organisations orchestrate workflows, automate operations, and realise value faster. Program Managers are central to delivering these complex platform implementations successfully at scale.

Building on ServiceNow’s Now Create methodology, Program Managers leverage AI-native tools, platform capabilities, and data-led delivery approaches across every phase of delivery—from discovery and design through to build, deployment, and optimisation—to accelerate execution, enhance decision-making, strengthen collaboration, and reduce time to value for customers.

You will play a critical leadership role within our Delivery organisation, partnering with customers, internal teams, and strategic partners to drive successful programme execution and long-term customer success.

This role requires a strong blend of programme leadership, executive stakeholder management, delivery excellence, commercial awareness, and strategic thinking. You will lead high-performing cross-functional teams through complex ServiceNow engagements, ensuring alignment to customer objectives while driving governance, execution quality, platform adoption, and measurable business value.

Using ServiceNow’s implementation methodology, Now Create, alongside ServiceNow AI-enabled platform capabilities and delivery tooling, you will guide customers through complex ServiceNow implementation programmes while fostering collaboration, proactive decision-making, innovation, and continuous improvement.

What You Will Do

Lead large, complex ServiceNow implementation programmes from initiation through successful delivery and value realisation
Provide overall programme leadership, direction, and accountability across customer, partner, and ServiceNow delivery teams
Build trusted relationships with executive stakeholders and provide guidance on delivery strategy, implementation approach, and successful platform adoption throughout the engagement lifecycle
Drive programme governance, ensuring alignment to agreed scope, timelines, budget, risks, dependencies, and business objectives
Partner closely with Sales, Solution Consulting, Customer Success, and Partners to ensure seamless customer engagement and successful delivery outcomes
Apply ServiceNow implementation best practices, Now Create methodology, and ServiceNow AI-enabled platform capabilities and delivery tooling to accelerate adoption, execution quality, operational efficiency, and customer value
Proactively identify, assess, and mitigate programme risks, issues, and delivery challenges while driving timely resolution and decision-making
Monitor programme health, identify gaps to plan, and implement recovery or optimisation strategies where required
Lead and mentor delivery teams to foster a culture of accountability, collaboration, continuous learning, and high performance
Drive customer alignment on programme priorities, roadmap decisions, and proposed solutions
Support sales and pre-sales activities by providing delivery expertise, implementation guidance, and programme leadership insights during customer engagements
Champion continuous improvement and leverage AI-native tools, platform capabilities, automation, and data-driven insights to enhance delivery effectiveness, operational efficiency, innovation, and customer outcomes

To be successful in this role you have:

8+ years of progressive experience within a professional services, enterprise software, software implementation, cloud platform, or enterprise technology delivery environment
Proven experience leading large-scale, complex enterprise software implementation programmes with multiple stakeholders and cross-functional teams
Strong programme governance, risk management, stakeholder management, and delivery leadership capabilities
Experience engaging and influencing senior customer stakeholders, including executive and C-suite leaders
Strong understanding of enterprise software implementation delivery models, cloud platform deployment approaches, and agile delivery practices
Hands-on experience delivering complex enterprise software or cloud platform implementations using structured implementation methodologies within complex customer environments
Demonstrated ability to manage ambiguity, solve complex problems, and drive decisions in fast-paced environments
Experience leveraging AI-enabled tools, automation, or data-driven insights to improve delivery effectiveness, operational efficiency, or customer outcomes
Excellent communication, facilitation, negotiation, and leadership skills
Growth mindset with a strong willingness to learn, adapt, and continuously improve
Right to work in the country

Preferred Qualifications

Experience leading ServiceNow platform implementations
Experience working within enterprise software implementation or enterprise software delivery organisations
PMI, PgMP, PRINCE2, or equivalent programme/project management certification
Agile, Scrum Master, SAFe, or related agile certifications
Experience leading global or geographically distributed teams

Why Join ServiceNow

At ServiceNow, we are transforming the way work gets done for organisations around the world. You will have the opportunity to work with talented teams, innovative technology, and some of the world’s most recognised enterprises while helping customers successfully implement and realise value from the ServiceNow platform as part of their broader transformation journeys.

We foster a culture of collaboration, learning, innovation, and inclusion where individuals are empowered to grow, lead, and make an impact.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Principal Engagement Manager

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