Senior Specialist - Package Implementation

This role involves leading and managing delivery teams through various project engagements, often in collaboration with service partners. The successful candidate will oversee a single workstream, ensuring projects are executed in alignment with industry best practices. They will be responsible for coaching and mentoring service partners and associate engagement managers to meet project goals and support the customer’s desired business outcomes. Managing governance aspects such as timelines, scope, risk, change management, resourcing, reporting, and financials will be key to this position. Close collaboration with sales account teams, partners, and customers is essential to understand challenges and deliver value. The role requires applying expertise from established methodologies to promote successful delivery and long-term customer success while acting as the primary contact to foster collaboration and agreement on solutions. Identifying gaps between actual progress and plans, proposing solutions, and escalating issues when necessary are also important duties.

Key Responsibilities

- Guide and lead the delivery team throughout the engagement, frequently collaborating with service partners.
- Own and manage a single workstream, ensuring smooth execution of small to medium-sized projects.
- Coach, mentor, and manage service partners and associate engagement managers to achieve project deliverables.
- Manage engagement governance including timeline, scope, risk, change management, resourcing, reporting, and financials.
- Collaborate with sales account teams, partners, and customers to fully understand engagement goals, challenges, and value delivery.
- Align project deliverables with customer goals and apply established methodologies to ensure engagement success.
- Serve as the single point of contact to encourage collaboration and secure customer agreement on proposed solutions.
- Mentor customer outcomes or partner team members to promote desired results.
- Identify discrepancies between actual progress and plans, propose corrective actions, and escalate as needed.

Required Qualifications

- 8-12 years of progressive experience within a professional services organization or equivalent education and experience.
- Proven ability to travel up to 50% as required by project demands.
- Demonstrated experience in integrating AI into work processes, decision-making, or problem-solving, including use of AI-powered tools, workflow automation, and analysis of AI-driven insights.
- Industry domain expertise relevant to the specific workflow.
- Strong creativity and confidence in independently managing projects.
- Experience in driving complex issues through thorough analysis and resolution.
- Collaborative work style with demonstrated experience working effectively in team environments.
- ServiceNow certifications aligned with the relevant workflow.
- Mandatory skills: ServiceNow CMDB and ServiceNow ITOM-Discovery.

Preferred Qualifications and Additional Skills

- Familiarity with ServiceNow Integration Hub is considered a plus.
- Ability to apply AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
- Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability to explain their application in customer contexts.

This position offers the opportunity to work at the intersection of AI and professional services, driving innovation and operational excellence within client engagements. The role demands a proactive leader who can balance technical expertise with strong project management and interpersonal skills to deliver measurable business outcomes.