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Company Overview
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job Overview
Role Type: Leadership / Professional ServicesMinimum Experience Required: 7–10 yearsLocation: Remote – United StatesBusiness Unit: ServiceNowDirect Reports: May include up to 5 employeesClient: Multiple ClientsHiring Manager: Michelle YoungReports To: Michelle Young
Role Summary
The Senior ServiceNow Engagement Manager is responsible for leading complex ServiceNow professional services engagements from initiation through successful completion. This role serves as the primary point of accountability for client relationships, project delivery, financial performance, resource coordination, and executive communication.
The ideal candidate combines strong ServiceNow delivery experience with excellent client leadership, financial management, and team development skills. This individual may also provide direct leadership and mentoring to other Engagement Managers.
Key Responsibilities
Lead multiple concurrent ServiceNow implementation and transformation engagements.
Serve as the primary client contact and trusted advisor throughout the engagement.
Establish project governance, communication plans, delivery expectations, and escalation paths.
Manage project scope, schedule, budget, resources, risks, issues, dependencies, and deliverables.
Monitor project financials, including forecasting, utilization, invoicing, and budget variance.
Maintain accurate project records, status reports, financial data, and resource plans.
Partner with Sales and Solution Consulting to ensure effective sales-to-delivery handoffs.
Identify gaps in scope, assumptions, staffing, or client readiness before they affect delivery.
Facilitate executive steering committee meetings and communicate project health clearly.
Coordinate cross-functional teams across onshore, nearshore, and offshore locations.
Manage scope changes and support the development of change orders when needed.
Anticipate delivery risks and lead timely resolution of client or project escalations.
Ensure projects follow organizational delivery standards and ServiceNow implementation practices.
Coach and mentor Engagement Managers and project team members.
Support continuous improvement across engagement management processes and governance.
Required Qualifications
7–10 years of experience in professional services, consulting, program management, or technology delivery.
5 or more years managing complex enterprise technology implementations.
Demonstrated experience delivering ServiceNow programs or projects.
Strong understanding of project financial management, including forecasting, budgets, margins, and invoicing.
Experience managing multiple projects and distributed delivery teams.
Proven ability to build strong relationships with client executives and senior stakeholders.
Experience managing project scope, risks, issues, dependencies, and change control.
Strong written, verbal, presentation, and facilitation skills.
Ability to lead through ambiguity and resolve complex delivery challenges.
Experience coaching or managing Engagement Managers, Project Managers, or similar delivery professionals.
Bachelor’s degree or equivalent professional experience.
Preferred Qualifications
ServiceNow implementation or consulting 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.
Experience working with enterprise clients across multiple industries.
Familiarity with hybrid Agile and ServiceNow Now Create delivery methodologies.
Success Measures
Projects delivered within approved scope, schedule, and budget.
Financial performance maintained within established variance targets.
Accurate and timely forecasting, invoicing, resource planning, and status reporting.
Strong client satisfaction and executive stakeholder confidence.
Risks and escalations identified early and managed effectively.
Engagement Managers and delivery teams receive consistent coaching and support.
Successful transition from sales to delivery and from implementation to ongoing support.
Compensation
Estimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & Inclusion
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
