Principal Engagement Manager

About the role

ServiceNow is looking for a Principal Engagement Manager in Singapore to oversee the on-time, on-budget delivery of a defined solution scope to meet the customer's desired results. The role leads the delivery team, often in collaboration with a services partner, and manages governance, timeline, scope, risk, change management, resourcing, reporting and financials.

Key responsibilities

• Deliver the engagement following ServiceNow's NowCreate methodology, with governance, risk and issue mitigation and progress tracking
• Manage the engagement's governance, timeline, scope, risk, change management, resourcing, reporting and financials
• Work with the Sales Account Team, Services Account Team, partner and customer to understand the customer, challenges, partners, issues and value delivered
• Build trust with customer and SI key stakeholders and identify opportunities to expand ServiceNow's footprint in the account
• Mentor Customer Excellence Group or partner team members and mentor them to achieve the engagement's deliverables
• Identify gaps between actuals and the plan of record and propose solutions
• Provide program-level oversight across interdependent projects or business units, with integrated governance, delivery plans, dependencies, milestones and executive reporting
• Steer multiple workstreams, resolve conflicting requirements and maintain alignment in fast-paced environments
• Connect stakeholders with Services Sales to grow services, and help shape high-level scope or ROM estimates
• Plan and execute transition to run or adoption teams against exit criteria agreed at kickoff

Required profile

• 12+ years of progressive experience in a professional services organisation, or equivalent education and experience
• Significant programme management experience leading large, multi-year, multi-workstream transformation programmes across business units and stakeholder groups
• Experience leading large-scale, high-risk transformation engagements
• Strong commercial awareness and a track record of growing services within existing customer engagements
• Ability to travel up to 50%
• Security clearance is highly desirable (FD21)

Required skills

• Familiarity with the Agile Delivery Methodology and experience as an Agile Scrum Master
• Experience using project management tools such as Engage Central (RIDAC, status reporting, user stories, project planning) and dashboards
• Experience integrating AI into work processes, decision-making or problem-solving