Engagement Manager

Cprime | INRY is looking for an Engagement Manager to lead enterprise Moveworks implementations and AI-enabled employee experience engagements.

The Engagement Manager is the primary delivery leader and day-to-day client counterpart for assigned engagements. This role combines hands-on program and project management with client consulting, technical coordination, and outcome-focused leadership.

You will work across customer stakeholders, Cprime delivery teams, Moveworks/ServiceNow, and other technology partners to translate customer objectives into a well-structured and executable engagement. You will own the overall health of the engagement-including scope, schedule, resources, risks, financials, governance, readiness, adoption, and customer outcomes-while helping teams navigate the technical and organizational complexity associated with enterprise AI.

This is not simply a project coordinator role, nor is it expected to be the primary hands-on developer or solution architect. Successful Engagement Managers are comfortable operating between those worlds: they understand the technology well enough to lead credible customer conversations, identify dependencies and risks, translate between business and technical teams, and make sure the right people are engaged to reach decisions and deliver results.

What you'll do:

Lead the Client Engagement

• Serve as the primary day-to-day delivery leader and trusted customer counterpart.
• Establish strong relationships with executive sponsors, program leaders, technical teams, business stakeholders, and partner organizations.
• Understand the customer’s goals and translate them into clear engagement outcomes, priorities, plans, decisions, and success measures.
• Lead customer governance, status discussions, workshops, decision forums, steering meetings, and escalations as appropriate.
• Proactively identify issues, create clarity, recommend options, and drive decisions rather than simply reporting status.
• Communicate technical and delivery topics clearly to both technical and non-technical audiences.

Own Delivery and Engagement Health

• Build and maintain the overall engagement plan, milestones, workstreams, dependencies, operating cadence, and delivery governance.
• Own risks, issues, decisions, actions, assumptions, and dependencies through appropriate RAID/RIDAC management.
• Coordinate Cprime consultants, architects, engineers, customer resources, Moveworks/ServiceNow resources, and other partners as one integrated delivery team.
• Manage resource plans, assignments, onboarding, scheduling, and delivery transitions.
• Monitor actual progress against the plan and proactively address deviations, blockers, and competing priorities.
• Ensure clear meeting cadence, follow-up, ownership, and accountability throughout the engagement.
• Lead launch readiness, go/no-go planning, stabilization, transition, and engagement closeout.

Manage Scope, Financials, and Commercial Health

• Understand and manage the Statement of Work, contractual scope, assumptions, deliverables, milestones, and acceptance expectations.
• Identify potential scope expansion, delivery gaps, or change requirements early and manage them transparently with the customer and internal team.
• Monitor engagement budget, burn, forecast, resource utilization, and financial risks.
• Partner with Cprime account and practice leadership when change orders, extensions, additional services, or follow-on opportunities are appropriate.
• Balance customer advocacy with responsible commercial and delivery management.

Guide Moveworks and AI Delivery

• Develop sufficient Moveworks product, implementation, and architecture knowledge to confidently lead customer engagements.
• Understand how Moveworks interacts with enterprise systems such as ServiceNow, knowledge repositories, collaboration platforms, identity solutions, HR systems, and other business applications.
• Help customers and delivery teams identify and prioritize practical, high-value AI and agentic use cases.
• Coordinate technical discovery and facilitate discussions around integrations, knowledge/content, data, security, identity, workflows, and platform readiness.
• Recognize where technical, data, governance, or organizational conditions may create delivery or adoption risks.
• Partner closely with architects, consultants, developers, and Moveworks/ServiceNow specialists without needing to personally own all solution architecture or development.

Drive Adoption and Measurable Outcomes

• Establish success criteria and meaningful measures with customers early in the engagement.
• Ensure implementation planning includes organizational readiness, communications, enablement, training, adoption, and sustainment-not simply technical go-live.
• Use testing, feedback, usage data, and engagement evidence to recommend whether to proceed, adjust, pause, or change approach.
• Help customers connect Moveworks capabilities to measurable improvements in employee experience, self-service, automation, productivity, and operational efficiency.
• Support successful transition from implementation into steady-state ownership, support, optimization, and future roadmap planning.

Strengthen the Practice

• Capture lessons learned, reusable assets, risks, patterns, and implementation practices across customer engagements.
• Contribute to the continued development of Cprime’s Moveworks implementation methodology, templates, playbooks, and delivery standards.
• Share field insights and customer feedback with internal practice leaders and Moveworks/ServiceNow teams.
• Mentor and support delivery team members while helping create a consistent, high-quality customer experience.
• Stay current on Moveworks, ServiceNow, enterprise AI, agentic AI, and evolving implementation practices.

Qualifications and Skills:

• Significant experience leading enterprise technology implementations, consulting engagements, or SaaS delivery programs.
• Demonstrated ownership of customer-facing engagements from planning and discovery through implementation, launch, and transition.
• Strong hands-on project/program management capabilities including scope, schedule, resources, risks/issues, dependencies, governance, financials, and executive reporting.
• Experience leading complex cross-functional teams involving business, technical, vendor, and executive stakeholders.
• Ability to bring structure and clarity to ambiguous or rapidly evolving initiatives.
• Strong consulting and facilitation skills with the ability to ask effective questions, challenge assumptions constructively, and guide customers toward decisions.
• Technical fluency sufficient to understand integrations, APIs, enterprise platforms, data, identity, security, workflows, and solution dependencies without needing to be the primary developer.
• Experience working with enterprise AI, automation, digital employee experience, ServiceNow, IT service management, or related enterprise platforms.
• Strong written and verbal communication skills, including the ability to communicate effectively with both technical teams and senior executives.
• Demonstrated comfort operating independently and taking accountability for engagement outcomes.
• Willingness to travel occasionally based on customer and engagement needs.

Preferred Qualifications:

The following are highly valuable, but not all are required:

• Direct experience implementing or managing Moveworks
• ServiceNow implementation or consulting experience
• Experience with ITSM, Employee Center, HR service delivery, digital workplace, or employee experience initiatives
• Experience with generative AI, LLMs, agentic AI, enterprise search, conversational AI, or intelligent automation
• Experience with enterprise knowledge management and content readiness
• Experience integrating SaaS platforms with systems such as ServiceNow, Microsoft 365, Teams, SharePoint, identity platforms, HR systems, or other enterprise applications
• Consulting or professional-services experience, including Statements of Work, change control, forecasting, and multi-client delivery
• Organizational change management, adoption, or enterprise rollout experience
• Experience helping develop implementation methodologies, playbooks, delivery standards, or reusable consulting assets
• Project/program management or relevant ServiceNow/technology certifications

What success looks like:

Successful Engagement Managers consistently:

• Create confidence and clarity for customers and delivery teams.
• Keep engagements aligned to scope, schedule, budget, resources, and desired outcomes.
• Identify risks and dependencies before they become escalations.
• Understand enough of the solution to lead meaningful technical and business conversations.
• Translate complexity into practical decisions and executable plans.
• Build trusted relationships while remaining willing to have difficult conversations.
• Treat adoption and customer value as part of implementation success-not activities that begin after go-live.
• Help customers become increasingly capable and self-sufficient.
• Leave behind stronger delivery practices, reusable lessons, and a better playbook for the next engagement.