Job Responsibilities 1Leverage extensive expertise to assess project impacts considering crosseffects and alternative actions while building crossgeo crossfunctional and partner relationships to elevate the ES brand 2Develop the ability to consistently demonstrate transformation execution thought leadership to the customer during times of ambiguity or conflict 3Drive largescale highrisk engagements with multiple workstreams ensuring strategic alignment and future account growth 4Focus on governance stakeholder alignment quality checks and overall project structure to provide comprehensive oversight and ensure full accountability for the project 5Coach and mentor junior EMs Senior Engagement Managers Engagement Managers and Associate Engagement Managers and lead Senior Engagement Managers in large complex projects 6Lead the delivery team throughout the engagement often in collaboration with a services partner 7Manage the engagement governance timeline scope risk change management resourcing reporting and financials 8Work with the Sales Account Team partner and customer to understand the customer and the engagement including challenges partners issues and value being delivered 9Understand the goals and align the deliverables accordingly 10Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement including longterm customer success 11Be the single contact to encourage collaboration and customer agreement on proposed solutions 12Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers desired results 13Identify gaps between actuals and plan of record proposing solutions and driving resolutions 14Lead the delivery team throughout complex programs often with multiple workstreams and in collaboration with a services partner Qualifications Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry 16-20 years progressive experience as part of a professional services organization or equivalent educationexperience Industry domain expertise in insert workflow Creativity with comfort running projects independently Experience driving complex issues through analysis and resolution Experience working collaboratively ServiceNow certifications in aligned workflow Independently leverages AI to optimize workflows tailor customer solutions and inform strategic decisions Articulates AI system design ethical implications and platform use cases clearly guiding peers and stakeholders in responsible valuedriven AI adoption