Engagement Manager

Role: Senior Product Manager

Required Skills: Service Now

Experience: 6 - 8 Years

Function: TECHNOLOGY

Apply By: 2026-12-23

Job Description

Key Responsibilities:

• Lead the delivery team across large, complex, and potentially multi-workstream engagements,

frequently in collaboration with services partners.

• Apply advanced project implementation, scheduling, monitoring, and delivery-management

expertise to maintain effective and timely execution.

• Manage engagement governance, timeline, scope, risks, issues, change, resources, reporting,

and financials.

• Build strong cross-geography, cross-functional, customer, and partner relationships that support

delivery and strengthen the Expert Services brand.

• Work with the Sales Account Team, customer, partner, and delivery leadership to understand

engagement objectives, challenges, issues, and expected value.

• Apply the Now Create methodology and ServiceNow prescriptive guidance to promote

successful delivery and long-term customer outcomes.

• Serve as the primary contact for delivery coordination, executive communication, escalation

response, collaboration, and customer agreement on proposed solutions.

• Identify gaps between actual performance and the plan of record and drive timely corrective action

and resolution.

• Coach, mentor, and manage services partners, Engagement Managers, and Associate Engagement

Managers.

• Communicate a clear delivery story through governance forums, executive updates,

status reporting, and difficult customer conversations.

Delivery Lifecycle Expectations

• Initiate: Host kickoff workshops, submit resource requests, issue the project plan and

workshop schedule, share customer questionnaires with delivery roles, and establish

governance forums, including Steering Committees.

• Plan: Coordinate customer workshops, maintain risks, issues, decisions, actions, and changes,

and direct release and sprint planning with the Business Process Consultant and Technical Consultant.

• Execute: Lead governance forums, daily stand-ups, and scope checkpoints; distribute

executive status reporting; maintain resource plans and delivery controls; direct escalation

responses; coordinate testing and UAT readiness; and define the go-live and transition plan.

• Close: Lead or support the customer closeout workshop, conduct lessons learned,

review customer feedback, and complete the success story documenting business value

and lessons learned.

Qualifications:

• 8+ years of progressive professional services experience or equivalent education and experience.
• Industry-domain expertise aligned with the supported workflow.
• Demonstrated success independently leading larg e, complex implementations and

multi-team delivery environments.

• Advanced expertise in project implementation, scheduling, monitoring, governance,

financial management, resource management, risk management, issue resolution, and change control.

• Strong executive communication, customer-facing leadership, facilitation, negotiation,

collaboration, and stakeholder-management skills.

• Proven success driving complex delivery issues through analysis and resolution.
• Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum and

ITIL certifications are optional.

• Required certification: ServiceNow Certified System Administrator (CSA).

ServiceNow certifications aligned with the supported workflow are preferred.

• Ability to apply AI tools to streamline workflows, generate insights, and support strategic initiatives.
• Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability

dto explain their application in customer contexts.

• Ability to travel up to 50%.

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $100,000 - $150,000 a year

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