Senior Engagement Manager / Project Manager

  • VAT 83 Vandtårnsvej 83 2nd Floor, Søborg, Copenhagen, Denmark
  • Full-time
  • Work Persona: Flexible
  • Region: EMEA - Europe, Middle East and Africa
  • Employee Type: Regular

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The role is primarily responsible for managing the successful deployment of the solution, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.

  • Deliver Pre-Sales presentations around the ServiceNow deployment methodology.
  • Work with Sales to produce Statements of Work (SOW’s) based on customer requirements.
  • Project team leading with an understanding of project management methodologies and principles.
  • Plan and deliver project kick-off meetings.
  • Deliver ITIL based Gap Analysis workshops to assist customer derive product requirements.
  • Work with customer to produce a project plan.
  • Engagement management of multiple ServiceNow projects on behalf of ServiceNow to an EMEA customer base.
  • Be single point of contact / escalation point for customer to ServiceNow.
  • Hold regular project review calls / meetings with customers
  • Project status reporting for stakeholders
  • Maintain project history on the Internal server.
  • Work with Services Manager(s) to allocate appropriate resources either with direct resources or via partner.
  • Identify up sell opportunities and provide details to Sales / CSM’s.


In order to be successful in this role, we need someone who has: 

  • Fluency in Danish and English is essential 
  • Proven implementation leadership experience with ITSM solution (preferably ServiceNow), a background in the ITIL business process, and working knowledge of IT operations.
  • Very strong communication skills with the ability to set appropriate expectations with the customer. Ideally from a Service Management background managing and resolving customer escalations.
  • ServiceNow Administrator certification (desirable)
  • Comfortable leading workshops including to the hierarchy of a Fortune 100 companies.
  • ITSM and IT Infrastructure Library (ITIL) business processes
  • Preparation of business documentation e.g. Statements of Work
  • Project team leading with an understanding of project management methodologies, principles and reporting
  • Experience managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.)
  • Expertise in the full software and application development life cycle and architecture Ideally with Scrum Master certification.
  • Previous work experience with industry leading providers of help desk, IT service management, asset management, network and systems management or similar technologies a definite plus.
  • Global roll out experience, working with teams in multiple countries
  • Programme definition and management. Managing multiple projects and initiatives in very large customer accounts
  • Building Cross-functional teams to work in major accounts

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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