Role Type: Leadership / Professional ServicesMinimum Experience Required: 7–10 yearsLocation: Remote – Latin AmericaBusiness Unit: ServiceNowDirect Reports: May include up to 5 Engagement ManagersClient: Multiple ClientsHiring Manager: Michelle YoungReports To: Michelle Young

Role Summary

The Senior ServiceNow Engagement Manager leads complex ServiceNow professional services engagements from initiation through successful completion. This role is accountable for client relationships, project delivery, financial performance, resource coordination, governance, and executive communication.

The adecuado candidate combines strong ServiceNow delivery experience with excellent client leadership and financial management skills. The role supports North American clients and requires the ability to work primarily within U.S. business hours.

Key Responsibilities

Lead multiple concurrent ServiceNow implementation and transformation engagements.

Serve as the primary client contact and trusted advisor.

Manage scope, schedule, budget, resources, risks, issues, dependencies, and deliverables.

Establish project governance, communication plans, and escalation processes.

Monitor financial performance, including forecasting, utilization, invoicing, and budget variance.

Lead executive status meetings and clearly communicate project health.

Coordinate onshore, nearshore, and offshore delivery teams.

Partner with Sales and Solution Consulting during sales-to-delivery handoffs.

Identify gaps in scope, assumptions, staffing, or client readiness.

Manage scope changes and support change-order development.

Anticipate delivery risks and lead the resolution of project escalations.

Ensure compliance with delivery standards and ServiceNow implementation practices.

Mentor Engagement Managers and other delivery team members.

Support continuous improvement across engagement management processes.





Required Qualifications

7–10 years of professional services, consulting, program management, or technology delivery experience.

At least 5 years managing complex enterprise technology implementations.

Demonstrated experience delivering ServiceNow projects or programs.

Experience with project financial management, including budgets, forecasts, margins, and invoicing.

Ability to manage multiple projects and geographically distributed teams.

Strong client relationship and executive stakeholder management skills.

Experience managing scope, risks, issues, dependencies, and change control.

Excellent written and verbal English communication skills.

Ability to work primarily within U.S. business hours.

Experience coaching or mentoring delivery professionals.

Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

ServiceNow consulting or implementation-partner experience.

Experience with ServiceNow ITSM, ITOM, ITAM, SPM, CSM, HRSD, or related products.

PMP, PgMP, Scrum, SAFe, or comparable certification.

ServiceNow Certified System Administrator or other ServiceNow certification.

Experience using ServiceNow SPM for project, resource, financial, and status management.

Professional proficiency in Spanish or Portuguese.

Experience supporting North American enterprise clients.

Familiarity with Agile and ServiceNow Now Create methodologies.

Success Measures

Projects delivered within approved scope, schedule, and budget.

Financial performance maintained within established variance targets.

Timely and accurate forecasting, invoicing, resource planning, and reporting.

Strong client satisfaction and executive stakeholder confidence.

Risks and escalations identified early and managed effectively.

Effective collaboration across U.S., LATAM, and offshore teams.

Successful sales-to-delivery and implementation-to-support transitions.

📌 Senior ServiceNow Engagement Manager (LATAM) (México)
🏢 Milestone Technologies
📍 México