Role Description This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely in Canada or USA. The Engagement Lead plays a critical role in supporting, strengthening and scaling Acterys' delivery-partner ecosystem. This role owns the project governance and customer health of a portfolio of internal and partner-led implementations ensuring strong alignment and support across partners, customers, and internal teams throughout the entire implementation lifecycle. As an individual contributor, the Engagement Lead provides hands-on delivery guidance, oversight of internal & partner implementation health, manages escalations, enables both new and established partners, and drives maturity through implementation methodology and governance practices. How You'll Make an Impact - Oversee a portfolio of internal and partner-led implementations, monitoring project health, risks, and delivery milestones across all engagements. - Establish and enforce project governance frameworks, escalation paths, and delivery standards across the partner ecosystem. - Contribute to the development of PMO processes, playbooks, and delivery tooling, and onboarding to scale partner delivery quality as the business grows. - Serve as the primary point of accountability for customer health throughout the implementation lifecycle, proactively identifying and resolving risks before they impact customers. - Be an escalation point for customers and partners during complex or at-risk engagements. - Partner closely with channel and partner managers to evaluate partner delivery capability and drive continuous improvement across the ecosystem. - Define and track portfolio KPIs including CSAT, time to value, milestone attainment, customer adoption, and project margin to surface trends and drive accountability. - Collaborate cross-functionally with Sales, Account Management, Product, and Support to ensure a seamless customer journey from contract to go-live. - Facilitate scope conversations with Partners, translating delivery requirements into clearly documented agreements that align customer expectations with commercial commitments. - Draft and manage commercial documentation including Statements of Work (SOWs) and Change Requests (CRs), ensuring accuracy, consistency with agreed scope and alignment with company commercial standards. - Travel to client site and/or headquarters based in Toronto. Qualifications - 5+ years of experience in project or program management, professional services, or engagement management with SaaS implementation experience. - PMP certification or equivalent formal project management credentials. - Demonstrated experience managing or overseeing partner-led delivery motions in a SaaS environment. - Deep understanding of SaaS implementation lifecycles including discovery, configuration, data migration, UAT, and go-live. - Exceptional stakeholder management skills, comfortable operating at both executive and working levels with partners and customers. - Strong analytical mindset with the ability to synthesize portfolio-level data into actionable insights and executive-ready reporting. - Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies. Requirements - Base salary range 113,475 - 153,525 CAD. - *Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.

• Diseñar las soluciones de ServiceNow utilizando las mejores prácticas de la industria. • Asesorar, diseñar y configurar soluciones de integración entre ServiceNow y otras herramientas. • Implementar Field Service Management (FSM), Source-to-Pay (S2P), Customer Service Management (CSM) e ITSM. • Desarrollo práctico en scripting de ServiceNow.

• Collaborate with stakeholders to define project goals and align expectations • Gather, analyze, and document user requirements and user stories • Provide advisory on best practices for ServiceNow implementations • Support process analysis, improvement, and optimization initiatives • Maintain ongoing communication with clients to ensure needs and expectations are met • Monitor project success and drive continuous improvements • Contribute to project documentation, training materials, and workshops • Support planning and coordination of timelines, budgets, and resources • Facilitate and lead client workshops and training sessions

Role Description Windward is seeking a highly skilled and experienced ServiceNow Technical Project Manager to play a key role in the successful implementation and adoption of ServiceNow applications across our customer organizations. In this role, you will be responsible for managing the execution of multiple ServiceNow implementation, integration, and consulting projects to completion. You will collaborate closely with customer stakeholders, architects, business analysts, and technical consultants to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients. The ideal candidate will possess a unique blend of ServiceNow expertise, management talent, and exceptional communication skills. - Own and drive the delivery of ServiceNow projects, managing scope, schedule, budget, and resources from initiation through closure. - Cultivate relationships, gather requirements, and communicate status across business units and technical teams. - Work with team members to conduct workshops and interviews to capture workflows, translate business needs into actionable user stories, and define project roadmaps. - Mentor and guide project team members, ensuring accountability and adherence to project goals and best practices. - Organize and facilitate Agile ceremonies (sprint planning, backlog grooming, stand-ups), and support hybrid delivery models as needed. - Ensure solutions meet defined requirements and quality standards, coordinate user acceptance testing, and resolve issues. - Proactively identify, track, and mitigate project risks and issues, escalating concerns as appropriate. - Collaborate with ServiceNow developers and architects to ensure platform configurations, workflows, and integrations align with organizational goals and technical standards. Qualifications - Minimum DoW Active Secret Clearance - Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field. - One or more certifications across Project Management Professional (PMP), Certified Associate in Project Management (CAPM), Certified Scrum Master (CSM), or equivalent or greater. - 3–5+ years of project management or business analysis experience, with at least 2 years focused on ServiceNow implementations. - Demonstrated experience facilitating requirements gathering, process design, and user story creation in Agile environments. - High level familiarity with ServiceNow data structures, tables, and workflows. - Strong analytical, problem-solving, and stakeholder management skills. - Excellent communication, facilitation, and stakeholder management skills. - Experience with ITIL processes and frameworks. Preferred Qualifications - CompTIA Security+ CE or better (alignment with DoD 8570/8140 requirements) - Experience interacting in a US Government environment (FedCiv and/or DoW agencies) - ServiceNow Certified System Administrator - Additional ServiceNow certifications in areas such as ITOM, SecOps, GRC, or ITSM Location Remote Benefits - Medical, Dental, Vision - Flexible Spending Accounts - Short Term Disability - Long Term Disability - Life Insurance and AD&D - Option to purchase additional Life Insurance and AD&D - Paid Time Off - Personal Leave - Holidays - 401(k) plan with company match - Work/life balance Company Description Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects. Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 5.0 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career.