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About the Role

The 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 ServiceNow's leading practice methodology, NowCreate, 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 ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.

Responsibilities

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 workstreams and in collaboration with a services partner.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
12+ years progressive experience as part of a professional services organization; or equivalent education/experience
Ability to travel up to 20%
Creativity with comfort running projects independently
Experience driving complex issues through analysis and resolution
Experience working collaboratively
Must be authorized to work in Japan

Skills

AI integration
Project management
Risk and issue mitigation
Team leadership
Customer collaboration
Change management
Financial management
Reporting
Now Create methodology
Japanese fluency

Location

Japan

Work Type

Flexible
Regular

Experience Level

12+ years progressive experience

About the Company

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.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.
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 [email protected] for assistance.