The Role
Cognizant Singapore is seeking ServiceNow Engagement Managers at multiple seniority levels to lead delivery across our growing practice. As the primary point of contact for your client engagements, you will own delivery outcomes end-to-end — from project planning and team coordination through to executive stakeholder management, financial governance, and long-term client success.
This is a high-visibility leadership role at the intersection of consulting, delivery, and client relationship management. You will work with Singapore's most significant enterprise and government clients, leading cross-functional teams of Solution Architects, Technical Consultants, Business Process Consultants, and offshore delivery resources to execute ServiceNow transformation programmes that deliver measurable business value.
What You’ll Do
Client Delivery & Programme Governance
• Serve as the primary point of contact for client engagements — setting the right expectations, providing regular structured updates, and leading escalations decisively when issues arise
• Lead project planning, execution, and delivery of ServiceNow programmes — ensuring alignment with business objectives, agreed timelines, scope, and budget
• Ensure clients have clear, ongoing visibility of project status, progress, risks, and decisions through well-structured governance cadences, executive summary reports, and milestone tracking
• Monitor project progress and performance continuously, proactively identifying and mitigating risks before they impact delivery outcomes
• Manage project scope rigorously — tracking change requests, assessing impact, obtaining approvals, and updating plans accordingly throughout the engagement lifecycle
• Facilitate seamless integration and optimisation of ServiceNow solutions across modules, working closely with Solution Architects and Technical Consultants to govern quality
• Lead status calls, project meetings, steering committees, and other client and team meetings — ensuring they are purposeful, outcome-driven, and action-oriented
Financial & Commercial Management
• Own project budget and financial forecasting — tracking actuals versus plan, managing resource utilisation, and proactively flagging variances to practice leadership
• Manage project estimation for new work, change requests, and scope extensions — applying commercial rigour to ensure profitable, sustainable delivery
• Contribute to revenue growth within accounts through trusted advisory relationships, identifying expansion opportunities, and supporting the sales-to-delivery transition for new engagements
• Prepare and present commercial proposals, Statements of Work (SOWs), and engagement change orders in collaboration with account and pre-sales teams
Stakeholder & Relationship Management
• Build and sustain trusted relationships with client stakeholders at all levels — from operational project owners through to CIO, CHRO, CRO, and executive sponsors
• Define transformation roadmaps, business outcomes, governance structures, and delivery strategies that align ServiceNow capabilities to client strategic objectives
• Facilitate the sales-to-delivery transition process, ensuring the delivery team deeply understands the client's business, needs, and the value proposition agreed in the pre-sales phase
• Drive and maintain high levels of client satisfaction across all engagements — measuring CSAT actively and resolving concerns before they escalate
• Navigate complex client environments with multiple stakeholders, competing priorities, and organisational sensitivities — maintaining trust and momentum throughout
Team Leadership & People Development
• Lead, coordinate, and motivate cross-functional delivery teams including Solution Architects, Technical Consultants, Business Process Consultants, and offshore resources
• Provide guidance, coaching, and support to project team members — fostering a high-performance, collaborative, and psychologically safe delivery culture
• Mentor junior Engagement Managers and project coordinators within the practice; contribute to the development of Cognizant's delivery management capabilities
• Partner with HR and practice leadership to support team resourcing, capacity planning, and performance feedback processes
Practice & Delivery Excellence
• Contribute to the continuous improvement of Cognizant's ServiceNow delivery methodology, governance frameworks, project tooling, and standard processes
• Share lessons learned, best practices, and reusable delivery assets across the practice to raise collective delivery quality
• Support pre-sales activities — including proposal development, solution demonstrations, delivery approach definition, and effort estimation — to help win and shape new engagements
• Represent Cognizant's delivery capability confidently in client conversations, practice forums, and market-facing events
What You Bring
Delivery & Programme Management
• 5+ years of experience in an Engagement Manager, Project Manager, or Programme Manager role — professional services or technology consulting experience required
• Proven track record of delivering complex ServiceNow implementations or enterprise technology transformation programmes on time, within scope, and within budget
• Demonstrated experience maintaining high client satisfaction in complex, multi-stakeholder delivery environments
• Strong command of project estimation, resource planning, schedule management, risk and issue management, and budget governance
• Experience leading cross-functional delivery teams — onshore and offshore — and managing dependencies across multiple workstreams simultaneously
• Familiarity with Agile, Scrum, and hybrid delivery methodologies; able to apply the right governance model to the engagement context
ServiceNow Platform Knowledge
• Solid understanding of the ServiceNow platform and its core modules — including ITSM, ITOM, HRSD, CSM, GRC/IRM, SecOps, or SPM — sufficient to govern technical delivery, assess scope, and credibly engage Solution Architects and Technical Consultants
• Ability to translate ServiceNow technical concepts into business language for client stakeholders, and vice versa
• Experience overseeing ServiceNow implementations across the full lifecycle: discovery, design, build, SIT, UAT, deployment, and hypercare
• Platform certifications are not required for the EM role, but ServiceNow Certified System Administrator (CSA) or PO/PM certifications are advantageous
Commercial & Financial Acumen
• Experience managing project P&L, resource cost models, utilisation tracking, and financial forecasting for professional services engagements
• Comfortable preparing and negotiating SOWs, change orders, and commercial proposals with clients
• Understanding of professional services commercials — revenue recognition, margin management, and account growth levers
Stakeholder & Communication Skills
• Exceptional communication skills — able to present clearly, confidently, and credibly to audiences from delivery teams through to C-suite executives
• Strong written communication — able to produce executive summary reports, steering committee decks, project status updates, and escalation briefs that are crisp and compelling
• Proven ability to build trusted client relationships, manage expectations assertively, and maintain composure and authority when engagements face pressure
• Experience facilitating executive-level governance forums, steering committees, and delivery reviews
Professional & Personal Attributes
• Outcome-focused and accountable — takes personal ownership of delivery results and client outcomes
• Proactive risk manager — identifies problems early, communicates transparently, and drives resolution with urgency
• Commercially aware — understands the link between delivery quality, client satisfaction, and account growth
• Collaborative and inclusive leadership style — brings teams together, builds engagement, and develops talent
• Comfortable operating in ambiguous, fast-moving environments with multiple competing priorities
Certifications
• PMP (Project Management Professional) — Preferred
• PRINCE2 Practitioner — Preferred
• ServiceNow Certified System Administrator (CSA) — Advantageous
• SAFe Agilist / Scrum Master certification — Advantageous
• ITIL Foundation v3/v4 — Preferred
• ServiceNow CIS (any module) — Advantageous
Education
Degree in Business Administration, Information Technology, Engineering, Computer Science, or a related discipline is preferred. Equivalent practical experience in professional services delivery leadership will be given equal consideration, consistent with merit-based hiring principles.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
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Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
