Engagement Manager (AI & Enterprise Moveworks Implementations) - Cprime | INRY

What you'll do:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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:

• 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:

• 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.