Senior Engagement Manager ServiceNow

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Description

Milestone is seeking an accomplished and visionary Senior ServiceNow Engagement Manager to lead transformative projects and ensure the successful delivery of end-to-end ServiceNow solutions. This role demands a dynamic leader capable of driving strategic engagements, managing complex programs, and fostering strong client relationships. The ideal candidate will have deep expertise in ServiceNow, a track record of managing large-scale enterprise programs, and the ability to deliver measurable business value to clients.

This senior role involves collaborating with executive stakeholders, overseeing project delivery teams, and mentoring professionals to achieve exceptional outcomes. Additionally, occasional travel may be required to meet with clients and project teams to ensure alignment and successful execution of initiatives.

• Strategic Engagement Leadership: Serve as the trusted advisor to clients, ensuring ServiceNow solutions align with their business objectives and deliver strategic value.
• Program Oversight: Lead large-scale, multi-phase ServiceNow programs, managing scope, budget, timeline, and resources to deliver exceptional results.
• Stakeholder Management: Build and maintain strong relationships with C-level executives and senior stakeholders, providing regular updates on project progress and outcomes.
• Team Leadership: Oversee cross-functional teams, including consultants, developers, and analysts, fostering collaboration and high-performance delivery.
• Governance & Quality Assurance: Implement robust governance frameworks, ensuring quality control, risk management, and compliance throughout the project lifecycle.
• Business Development: Identify new opportunities for growth, including upselling ServiceNow modules, advisory services, and innovative solutions.
• Methodology Advancement: Continuously improve delivery methodologies, tools, and frameworks to enhance efficiency and client satisfaction.
• Thought Leadership: Represent Milestone as an industry leader through participation in conferences, webinars, and the publication of insights and best practices.

• ServiceNow Expertise: Minimum 5+ years of hands-on experience with the ServiceNow platform, including ITSM and additional modules such as HRSD, ITBM, or SecOps.
• Program Leadership: Minimum 10+ years of experience leading enterprise-level projects, with proven success in managing complex, multi-phase implementations.
• Consulting Experience: Minimum 7+ years of experience in professional services, delivering tailored solutions to large enterprises.
• Strategic Communication: Exceptional ability to communicate complex ideas effectively to technical and non-technical stakeholders at all levels.
• Agile Delivery: Proficiency in Agile/Scrum methodologies, ensuring flexibility and adaptability in project execution.
• Technical Acumen: In-depth understanding of ServiceNow architecture, integrations, and capabilities to guide clients and teams effectively.
• Business Acumen: Expertise in managing multi-million-dollar budgets, contracts, and financials while driving project profitability.

• ServiceNow certifications (e.g., System Administrator, ITOM, HRSD).
• ITIL Master or Expert-level certifications.
• PMP, PgMP, or Certified Scrum Master (CSM) certification.
• Experience in global, multi-geography implementations.
• Pre-sales or solution scoping experience, including RFP responses and cost estimation.
• Track record of publishing thought leadership or presenting to C level executives.

• Leadership & Mentorship: Ability to inspire teams, provide guidance, and build a culture of excellence.
• Strategic Thinking: Capacity to anticipate client needs and position solutions proactively.
• Emotional Intelligence: Strong interpersonal skills to manage relationships, resolve conflicts, and foster collaboration.
• Problem-Solving Expertise: Proven ability to address roadblocks and drive complex solutions to successful completion.
• Adaptability & Resilience: Thrives in dynamic, fast-paced environments while maintaining focus on outcomes.
• Innovation & Advocacy: Passion for leveraging ServiceNow and emerging technologies to solve business challenges.

#L1PO

Estimated Pay Range: $155700.00 - $160000.00 USD

Benefits:
We offer comprehensive benefit options which vary depending on role, location, and employment type.

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.