Senior Engagement Manager – ServiceNow

Role : Senior Engagement Manager – ServiceNow Location: SwedenWork Model: HybridStart Date: 21 September 2026Experience: 8+ yearsLanguages: Swedish + English — Advanced/Bilingual/Native mandatory Key SkillsServiceNow Professional Services / ConsultingProject & Engagement ManagementServiceNow ITSM / ITOM / ITAMServiceNow Platform & WorkflowSolution Design & ArchitectureServiceNow IntegrationsCustomer & Stakeholder ManagementResource Planning & SchedulingSOW, Budget, Scope & Delivery ManagementRIDAC, Risk & Issue ManagementServiceNow PPM/SPM Key ResponsibilitiesLead large and complex ServiceNow engagements from end to end, ensuring delivery is on time and within budget.Own delivery oversight across multiple client engagements and ensure consultants meet SOW commitments and customer expectations.Manage resource allocation, scheduling, onboarding and offboarding across engagements.Act as the primary customer-facing contact for delivery, resourcing, scheduling, invoicing and escalations.Prepare regular status reports covering utilisation, financials, risks, actions and delivery milestones.Monitor engagement health, consultant performance, scope and SOW compliance.Identify scope creep, delivery risks and resourcing gaps and drive timely resolution.Conduct customer workshops and assess current-state processes to define scalable ServiceNow solutions and workflows.Provide technical guidance across ServiceNow configuration, integrations, testing and documentation.Work closely with Sales, Account Teams, partners and customers.Coach and mentor Engagement Managers, Associate Engagement Managers and service partners.Support the use of AI in workflows, decision-making, insights and problem-solving. Must-Have8+ years of ServiceNow Professional Services / Consulting experienceStrong engagement/project delivery and customer management experienceHands-on understanding of ServiceNow ITSM/ITOM/ITAM, workflows, integrations and solution designStrong experience with SOW, resource management, financial tracking, risks and delivery governanceSwedish + English at advanced/bilingual/native levelAbility to travelServiceNow certifications such as CSA/CAD/CISPMP / PRINCE2 preferred Good to HaveServiceNow PPM/SPMAdditional ServiceNow certificationsMulti-engagement resource schedulingIndustry/domain expertiseStrong customer relationship and conflict-management skillsAI/platform capability awareness