ServiceNow Engagement Manager

About the role

RSM, a global provider of professional services to the middle market, is looking for a ServiceNow Engagement Manager in Toronto. The manager leads high-quality client engagements, strengthens client relationships and supports the growth of the ServiceNow practice, partnering with sales, delivery, alliance and practice leadership on go-to-market activities, project delivery and talent development.

Key responsibilities

• Lead end-to-end delivery of ServiceNow consulting engagements, from discovery and solution planning through implementation and delivery.
• Serve as a trusted advisor to clients, building strong relationships with senior stakeholders and managing expectations, priorities, risks and outcomes.
• Help clients define strategic objectives and turn them into actionable ServiceNow roadmaps and implementation strategies.
• Provide strategic and operational leadership across ServiceNow programs so solutions match client business objectives and enterprise technology strategies.
• Lead and mentor cross-functional delivery teams, including distributed and remote resources.
• Manage competing client priorities across multiple engagements, balancing scope, resources, timelines and business value.
• Contribute to proposals, statements of work, solution development, presentations and other business development activities.
• Build a network of internal and external relationships and collaborate with practitioners and technical teams to strengthen the firm's ServiceNow consulting capabilities.

Required profile

• 6+ years of experience with the ServiceNow platform, including leading implementations or transformation initiatives.
• 5+ years in people management, client management, engagement management or consulting delivery leadership.
• Proven experience leading distributed or remote teams and managing relationships with clients and senior stakeholders.
• Experience as an Engagement Manager, Project Manager, Program Manager or similar delivery leadership role on ServiceNow implementations.
• Preferred: previous management or leadership experience in a consulting environment, experience with large-scale or complex ServiceNow transformations, and experience with C-suite stakeholders.
• Bachelor's degree in Business, Information Technology, Computer Science or a related field preferred.

Required skills

• Strong understanding of ServiceNow capabilities, implementation methodologies and best practices.
• ServiceNow Certified System Administrator certification or willingness to obtain it.
• Preferred: ServiceNow Certified Implementation Specialist, ITIL Foundation, and experience with modules such as ITSM, ITOM, CSM, HRSD, SecOps or GRC.
• Strong communication, presentation, problem-solving and stakeholder management skills.

What we offer

• Compensation range of $103,500 - $190,100, with eligibility for a discretionary bonus based on firm and individual performance.
• A competitive benefits and compensation package.
• Most roles follow a hybrid workstyle, though some may be virtual or primarily on-site depending on role requirements.