Engagement Manager / Program Manager(Offshore)

Job Description: Engagement Manager / Program Manager(Offshore)
work location: Hyderabad ServiceNow office and working mode Hybrid.
Salary: 22-25 LPA
Engagement Manager / Program Manager(Offshore)

The Engagement Project Manager will manage a hybrid work model role focused on ServiceNow AIOps, ServiceNow Agentic AI and Experience Design ServiceNow within a Product Lifecycle Management domain. The role spans 12+ years of experience, orchestrating complex portfolios that enhance operational reliability and user experience while aligning with enterprise product strategies for large scale global clients.
Responsibilities

• Drive end to end ownership of an engagement portfolio focused on ServiceNow AIOps and ServiceNow Agentic AI initiatives to deliver consistent value and measurable operational improvements for enterprise clients
• Coordinate cross functional teams to design implement and maintain Experience Design ServiceNow solutions that enhance productivity and user satisfaction across product lifecycle processes
• Guide portfolio level planning activities to prioritize ServiceNow enhancements based on business value technical feasibility and alignment with product lifecycle management roadmaps -Collaborate with product managers architects and operations specialists to define engagement scope success criteria and key performance indicators that reflect both business and technical outcomes
• Monitor portfolio health using relevant metrics such as incident reduction automation coverage and user adoption to proactively identify risks issues and opportunities for continuous improvement
• Align ServiceNow AIOps capabilities with observability and event management strategies to improve reliability reduce manual interventions and accelerate incident resolution for complex applications
• Shape Experience Design ServiceNow configurations to promote intuitive workflows clear navigation and inclusive digital experiences across diverse user groups in product lifecycle management
• Optimize resource allocation within the engagement portfolio by balancing demand capacity and skills while ensuring that project timelines and quality expectations are consistently met
• Document portfolio decisions solution approaches and configuration standards in a structured manner so that stakeholders gain clarity and future enhancements can be delivered with reduced risk
• Coordinate with stakeholders in product lifecycle management to translate domain requirements into scalable ServiceNow configurations dashboards and automation use cases
• Evaluate new ServiceNow Agentic AI features and capabilities then propose practical adoption scenarios that improve decision making productivity and service experience for business users
• Champion best practices in configuration testing and deployment of ServiceNow AIOps and Experience Design solutions to ensure stable releases and minimal disruption to business operations
• Engage in regular portfolio reviews retrospectives and lessons learned sessions to refine delivery approaches and sustain a culture of continuous improvement across engagements

Qualifications

• Align prior experience of 8 to 12 years in enterprise scale ServiceNow implementations with a focus on AIOps Agentic AI and Experience Design to manage complex portfolios for large clients -Demonstrate strong hands on expertise in configuring ServiceNow AIOps event correlation and automation scenarios to improve incident and problem management outcomes -Apply practical experience with ServiceNow Agentic AI capabilities such as intelligent recommendations workflow optimization and knowledge driven automation to deliver tangible business benefits -Showcase prior exposure to Experience Design ServiceNow including design of user friendly portals intuitive forms and accessible interfaces that support diverse personas in product lifecycle roles -Utilize solid understanding of product lifecycle management processes such as ideation design development release and end of life to translate domain concepts into effective ServiceNow workflows -Exhibit strong analytical and communication skills to interpret portfolio data articulate priorities and collaborate effectively with technical and business stakeholders in a hybrid work environment -Draw on prior experience working in day shift hybrid roles to ensure effective coordination with distributed teams while maintaining responsiveness to client needs without travel requirements

Certifications Required
Certified System Administrator ServiceNow and ITIL Foundation preferred for AIOps and Experience Design focused engagements