ServiceNow Engagement Manager

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.

Overview:

Milestone Technologies is seeking a high-performing, client-focused ServiceNow Engagement Manager to join our ServiceNow practice. This role is key to ensuring successful delivery of ServiceNow projects and programs across ITSM, ITOM, HRSD, CSM, and other modules within the platform. The Engagement Manager (EM) is responsible for the end-to-end management of ServiceNow engagements - from planning and execution to closure and client success - while driving internal alignment and delivery excellence.

Milestone's process-driven and service-centric implementation approach is well-suited to customers seeking transformative results through the ServiceNow platform. We're looking for a multidimensional leader with proven experience in project delivery, consulting, and client relationship management within the ServiceNow ecosystem.

• Serve as the primary point of contact for assigned clients throughout the project lifecycle.
• Lead ServiceNow projects and programs from initiation through go-live and transition to operations.
• Manage scope, budget, timeline, risks, and resources to ensure successful delivery.
• Ensure consistent and transparent client communication, including leading regular status updates and executive briefings.
• Drive team accountability for deliverables, timelines, and quality standards.
• Collaborate with solution architects and technical consultants to ensure requirements are clearly defined, understood, and met.
• Proactively identify, communicate, and manage risks, issues, and changes to scope through formal governance processes.
• Prepare and deliver client-facing documentation including project plans, status reports, risk logs, and change orders.
• Monitor project financials and ensure forecast accuracy and margin targets are met.
• Support pre-sales and scoping efforts for new projects and expansions; assist with SOW creation.
• Mentor junior team members and lead internal initiatives to improve project delivery methodologies and frameworks.
• Foster long-term client relationships, identify future opportunities, and support account growth.

• Utilize and refine Milestone's ServiceNow delivery framework, incorporating Agile and hybrid models.
• Maintain a strong focus on out-of-the-box solutions and implementation governance.
• Establish and reinforce communication and escalation protocols across large or multi-phase engagements.
• Track client satisfaction and success metrics throughout the project lifecycle to support renewal and expansion.
• Champion Milestone's values and culture of excellence and transparency.

• 3+ years leading full lifecycle ServiceNow implementation projects (minimum of 3 end-to-end engagements).
• 5+ years of professional project management experience in a consulting or professional services environment.
• 2+ years of hands-on experience with ServiceNow across multiple applications (ITSM, HRSD, ITOM, etc.).
• Proven ability to manage multiple stakeholders and lead cross-functional delivery teams.
• Strong verbal and written communication skills with the ability to engage technical and non-technical audiences.
• Experience with project financials including forecasting, margin tracking, and change management.
• U.S.-based with the ability to travel as needed (target <25%).

Estimated Pay Range:

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.