Req ID: 383157
We are currently seeking a ServiceNow - Engagement Manager to join our team in Plano, Texas (US-TX), United States (US).
Role Overview:
NTT DATA is seeking a seasoned Senior Engagement Manager to lead complex ServiceNow engagements across enterprise clients. This role combines delivery leadership, client relationship management, financial accountability, and Agile/Scrum mastery. The ideal candidate will have deep experience with ServiceNow implementations and will serve as a trusted advisor and delivery lead across multiple workstreams.
Key Responsibilities:
Project Delivery & Leadership
- Lead the end-to-end delivery of ServiceNow projects, ensuring alignment with client goals, timelines, and budgets.
- Manage multiple concurrent engagements, each with distinct scope and complexity.
- Oversee project planning, execution, and governance using Agile and Scrum methodologies.
- Facilitate sprint planning, backlog grooming, and retrospectives; serve as Scrum Master for delivery teams.
Client Relationship Management
- Build and maintain strong executive-level relationships with clients, acting as the primary point of contact for delivery.
- Host client workshops to gather requirements, align expectations, and drive consensus on delivery plans.
- Ensure high levels of client satisfaction and proactively address risks and escalations.
Financial Oversight
- Manage project budgets exceeding $1M+, including forecasting, variance analysis, and profitability tracking.
- Review and approve Statements of Work (SOWs), change orders, and resource allocations.
- Monitor utilization and ensure delivery teams are aligned with financial targets.
ServiceNow Expertise
- Provide strategic guidance on ServiceNow platform capabilities across modules such as ITSM, ITOM, HRSD, CSM, and GRC.
- Collaborate with technical leads and architects to ensure solution integrity and platform scalability.
- Support platform governance, roadmap development, and value realization initiatives.
Qualifications:
- 10+ years of project and delivery management experience in IT consulting.
- 5+ years of hands-on experience with ServiceNow implementations.
- Proven ability to lead Agile/Scrum teams and facilitate client workshops - 5+ years
- Strong financial acumen with experience managing multimillion-dollar budgets - 3 to 5 years
- Excellent communication, stakeholder engagement, and conflict resolution skills.
- ServiceNow certifications (e.g., CSA, CIS-ITSM, HRSD, GRC, SecOps) preferred but not required.
- PMP or other project management certifications are not required.
Why Join Us:
- Lead high-impact digital transformation initiatives across industries.
- Collaborate with top-tier clients and cutting-edge ServiceNow solutions.
- Be part of a culture that values innovation, excellence, and continuous improvement.
- Enjoy a flexible, remote-friendly work environment with growth opportunities.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
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