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XCUTIVES INC. · 2 weeks ago

ServiceNow Engagement Manager

Boston, MA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

XCUTIVES INC. is seeking a ServiceNow Engagement Manager to lead transformation programs with a talented team of Solution Architects and Platform Architects. The role involves managing end-to-end ServiceNow implementation projects, ensuring adherence to best practices, and acting as a liaison between clients and technical teams.

Professional ServicesRecruitingStaffing Agency

Responsibilities

Manage end-to-end ServiceNow implementation projects, including planning, execution, and post-deployment support

Develop detailed project plans covering scope, timelines, resource allocation, and budget

Ensure adherence to ServiceNow best practices and ITIL frameworks

Act as the primary liaison between clients, technical teams, and business stakeholders

Provide regular status updates, dashboards, and executive-level reporting

Identify project risks and implement mitigation strategies

Handle escalations and ensure timely resolution of issues

Lead cross-functional teams, foster collaboration, and drive continuous improvement

Mentor junior project managers and ensure compliance with governance standards

Qualification

ServiceNow implementationITIL frameworksProject ManagementServiceNow CSA certificationAgile methodologiesCloud technologiesLeadershipClient relationship managementDashboardsDevOpsCI/CDAutomation toolsCommunication skills

Required

10+ years in IT project management, with at least 6+ years in ServiceNow projects (ITSM, ITOM, HAM, SAM)

ServiceNow CSA (Certified System Administrator) mandatory; CIS certifications preferred

Strong technical knowledge and ability to create reporting and dashboards

Strong understanding of ServiceNow platform capabilities and integrations

Familiarity with Agile and Waterfall methodologies

Excellent communication, leadership, and client relationship management

Ability to manage multiple projects under tight deadlines

PMP, Scrum Master, ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Technical Architect (CTA) preferred

ITIL Knowledge: Strong understanding and practical experience with ITIL frameworks, particularly Incident, Problem, Change Management, and Configuration Management, and the ability to map these processes to ServiceNow capabilities

Project Management: Experience with agile methodologies and managing large-scale ServiceNow implementations

Leadership and Communication: Strong leadership abilities with experience managing cross-functional teams, guiding developers, and liaising with stakeholders at all levels

Excellent written and verbal communication skills