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A ServiceNow engagement manager is a professional who utilizes the company's implementation methodology and leadership skills to help customers achieve success with their projects. Engagement managers provide immediate and measurable value, recovering project management costs over the life of an engagement. They maintain industry certifications, such as Certified ScrumMaster or ITIL Foundation Certification, and provide overall vision and direction throughout the program lifecycle. Engagement managers accelerate time to value through rigorous program management and quality assurance, deliver program management expertise based on experience, and provide proactive scope management to ensure the project stays on track. They also manage costs by providing well-established program governance and efficient identification, tracking, and resolution of issues. Finally, engagement managers ensure a smooth transition back to the customer upon project completion, providing complete knowledge transfer and record updates, and ensuring the customer has operational control of their solution.