The Whole Group
Engagement Manager - ServiceNow/Salesforce
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Join The Whole Group – Shaping the Future of AI-Powered Business Transformation on ServiceNow
At The Whole Group, we are redefining what consulting looks like in an AI-powered world. Our mission is clear: drive customer and revenue transformation on ServiceNow by leveraging the next generation of agentic workflows and AI-powered enterprise solutions.
We operate on a next-generation consulting model—one that's built to break traditional norms and accelerate time to value. By partnering closely with ServiceNow’s leading platform and product teams, we design the fastest, most assured delivery models to generate real, measurable outcomes and strategic impact for modern, forward-thinking organizations.
Why Work With Us?
Enterprise AI at Your Fingertips:
Every consultant is equipped with cutting-edge AI tools to work smarter, faster, and more strategically.
Innovation and IP Creation:
We don’t just deliver; we create. Develop proprietary solutions, build new intellectual property, and help shape the future of AI-powered and agentic transformation for the enterprise.
Break the Mold:
We challenge the status quo every day—rethinking consulting models, accelerating value delivery, and embracing dynamic, fast-moving change.
Passion Meets Purpose:
Our team is a collective of passionate ServiceNow experts driven to make a lasting impact. We run fast, think boldly, and build diverse teams to power the future of work.
Role Overview
We are seeking a results-oriented Engagement Manager to lead complex client engagements by owning client partnership, delivery execution, and commercial outcomes — with a focus on rapid clarity, early value delivery, and trusted advisory leadership.
At TWG, EMs are the primary point of accountability for everything that happens on an engagement. You don't just manage delivery. You own the client relationship, hold the commercial health of the account, and make the decisions that keep projects on track when reality diverges from the plan.
What You'll Own
Client Partnership & Cross-Functional Leadership
- Serve as the primary client point of contact and trusted advisor through the full engagement lifecycle.
- Lead executive status meetings, steering committees, and QBRs with clear, transparent communication on progress, risks, and decisions.
- Drive alignment across client cross-functional teams — IT, business, security, finance, PMO — to enable timely decisions and sustained momentum.
- Coordinate internally across TWG delivery teams to create a cohesive "one-team" client experience.
- Manage transitions (resource changes, phase handoffs) to protect client confidence and delivery continuity.
- Build referable client relationships that support renewals, expansions, and long-term partnership.
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Delivery Execution & Rigor
- Lead upfront planning: target outcomes, MVP scope, milestones, and success criteria — aligned before execution begins.
- Establish and reinforce consistent Agile delivery practices that drive visible, predictable progress.
- Maintain a milestone-based delivery plan with clear ownership and sequencing across workstreams.
- Provide delivery governance through status reporting, RAID management, and timely escalation of risks and blockers.
- Ensure quality and validation practices are in place so delivered work meets agreed standards before client sign-off.
- Escalate delivery risks or material deviations early — with clear recommendations, not just flags.
Engagement Financial Ownership
- Own the engagement model at handoff — SOW, planned resource model, milestones, and budget assumptions.
- Maintain an accurate engagement forecast (baseline vs. actuals vs. outlook) and ensure billing aligns with delivery progress.
- Manage utilization, resource continuity, and release timing in partnership with staffing and leadership.
- Drive disciplined change control and rebaselining when scope, timing, or resourcing changes.
- Surface financial risks early — and take action to protect revenue, margin, and long-term account health.
- Identify expansion and upsell opportunities based on delivery insights and client goals.
What We're Looking For
Experience & Skills
- 5+ years in client-facing consulting, customer success, account management, or delivery leadership in enterprise technology.
- 3+ years managing ServiceNow programs or portfolios, preferably within an Elite or Premier Partner environment.
- Demonstrated success leading complex, multi-workstream engagements with senior client stakeholders.
- Proven ability to balance client expectations, delivery realities, and commercial accountability — simultaneously.
- Strong facilitation, communication, and cross-functional coordination skills.
- Ability to translate ambiguity into a clear, executable plan — fast.
- Active AI tool usage — you apply AI to improve delivery visibility, client communication, and engagement management efficiency.
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Preferred Background
- Working knowledge of ServiceNow SPM and delivery management tools (Jira, Smartsheet, Microsoft Project).
- Relevant certifications: PMP, ITIL, CSM, or ServiceNow Implementation Specialist/Customer Success certifications.
How Performance Is Measured
TWG Engagement Managers are evaluated against five weighted goals that define delivery leadership at the L3–L4 level:
- Client Health & Satisfaction (25%): CSAT scores, executive sponsor feedback, and renewal/expansion signals. Client trust is the product. Delivery is how you earn it.
- Delivery Execution & Forecast Accuracy (25%): Milestone adherence, sprint health, and forecast vs. actuals. Surprises are the enemy of confidence.
- Commercial Health & Financial Accountability (20%): Billing accuracy, margin performance, change control discipline, and upsell/expansion activation.
- Risk Management & Escalation Quality (15%): Early identification, proactive escalation with recommendations, and resolution rate before client impact.
- Team Leadership & TWG Contribution (10%): Delivery team cohesion, cross-functional coordination quality, and contribution to firm-wide practice development.
- AI Adoption & Engagement Efficiency (5%): Active use of AI tools to improve engagement management, reporting quality, and client communication.
What We Offer
- Direct access to the latest ServiceNow innovations, including Agentic AI and Now Assist capabilities.
- A delivery model built for speed — where your work ships, has visible impact, and is recognized.
- A team that takes quality seriously and gives you the tools and runway to raise it.
- Competitive salary, comprehensive benefits, and dedicated support for professional development and certifications.
- The opportunity to build — templates, frameworks, and processes that outlast any single engagement.
We love ServiceNow—their innovation velocity, product vision, and their unwavering commitment to “one platform” excellence—and we chose to focus on it for one reason: it’s where transformation happens.
Join us and help create the future of enterprise consulting.
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