Principal Engagement Manager

As a ServiceNow Principal Engagement Manager, you will lead an Expert Services delivery team to provide a rapid path to success and ongoing value for customers. You will build high‑performing teams, accelerate time to value, and drive rapid and effective program decision‑making.

• Lead the delivery team throughout the engagement and drive the overall vision and direction.
• Work with the Sales Account Team, partner, and customer to understand the engagement, including challenges, outcomes, and value being delivered.
• Apply expertise from the Now Create methodology and prescriptive guidance to promote the delivery of the engagement, including long‑term customer success.
• Act as the single point of contact for the ServiceNow internal organization, customer, and partner to foster collaboration, effective decision‑making, and customer agreement on proposed solutions.
• Establish program governance to manage requirements in line with agreed scope, schedule, cost, and business objectives.
• Proactively develop and execute proven risk assessment, prevention, and mitigation plans, and efficiently identify, track, and resolve issues.
• Mentor ServiceNow or partner team members to achieve the engagement’s deliverables and promote the customer’s desired results.
• Identify gaps between actuals and the plan of record, propose solutions, and drive resolutions.
• Serve as the Project/Program implementation expert during sales cycles.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving.
• Experience with implementing or operating the ServiceNow platform or an equivalent Enterprise SaaS vendor technology.
• 8+ years of progressive experience in a professional services organization or equivalent.
• Excellent communication skills.
• Project Management certification (PMI or similar).
• Agile Scrum experience and Scrum Master certification are desirable.
• Comfortable leading projects independently.
• Good understanding of technology.
• Proven success in driving complex issues through analysis and resolution.
• A growth mindset and willingness to learn new things independently and at pace.
• Fluency in Italian and English.
• Ability to travel up to 50%.

ServiceNow is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Principal Engagement Manager • Rome, Italy