Req ID: 389962
We are currently seeking a Sr Program Director to join our team in Plano, Texas (US-TX), United States (US).
Job Description:
ServiceNow Sr Program Director
Role Summary The Program Director is accountable for the end-to-end commercial and delivery governance of NTT DATA - ServiceNow Program framework. This role ensures standardized execution from opportunity qualification through staffing, invoicing enablement, and engagement closeout, while maintaining compliance with NTT and ServiceNow contractual, financial, and operational controls.
Key Responsibilities 1
. Program Governance & Accountability Own overall program delivery accountability across all deal phases.
Ensure adherence to the six controlled process phases defined in the SOP.
Act as the primary escalation point for delivery, scope, timeline, and governance risks.
2. Opportunity Review & Deal Qualification Participate in initial opportunity review to confirm strategic and delivery alignment.
Support deal qualification activities and ensure required approvals are obtained.
Ensure opportunities are accurately entered and maintained in SPM.
3. Scope, Work Request & Governance Control Oversee mandatory discovery validation to confirm scope readiness prior to finalization.
Ensure Work Requests (WR) are properly created, reviewed, and approved through DRB.
Validate alignment between scope, Work Request, Order Form, and Work Order.
4. Commercial & Contract Management Govern the transition from approved Work Request to commercial setup.
Ensure Order Forms are executed and system artifacts are created accurately.
Maintain alignment between ServiceNow, NTT Practice, Operations, and the Client.
5. Resource & Delivery Oversight Oversee resource onboarding and assignment, ensuring lead-time and role alignment.
Confirm SPM updates reflect accurate staffing, delivery start dates, and utilization.
Maintain delivery health across execution and staffing phases.
6. Financial & Invoicing Governance Ensure compliance with timesheet submission, approval, and reconciliation controls.
Oversee alignment between Work Orders, Orca timekeeping, and reference invoicing.
Ensure financial milestones and monthly close requirements are met.
7. Stakeholder Communication & Reporting Serve as the primary point of accountability for ServiceNow, NTT, and Client stakeholders.
Weekly status dashboard reporting
Ensure all stakeholders are notified at key lifecycle milestones.
Maintain transparent reporting on delivery status, risks, and financial health.
8. Records, Compliance & Closeout Ensure all required records (Opportunity, WR, OF, WO, invoicing artifacts) are properly retained.
Govern engagement closeout in accordance with SOP and policy requirements.
Ensure audit readiness and adherence to internal classification standards.
Authority & Decision Rights
Accountable authority for delivery execution and governance outcomes.
Final approval authority for delivery readiness, staffing alignment, and escalation resolution.
Enforces SOP compliance across Practice, Operations, and Delivery teams.
ServiceNow Required Certifications
CSA+ CIS+ PMP/Scrum + Exec Leadership
Required Skills & Experience - 12+ years of project and delivery management experience in IT consulting.
- 10-12 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.
- Program management experience in enterprise consulting or managed services environments
- Strong understanding of SOWs, Work Orders, Order Forms, and governance boards
- Experience managing cross-functional, multi-stakeholder programs
- Financial acumen related to time & materials, invoicing, and reconciliation controls
- Familiarity with ServiceNow delivery models and partner governance (preferred)
- Key Success Metrics
- SLA adherence across qualification, WR approval, commercial setup, and staffing
- Delivery health (on-time start, scope adherence, risk mitigation)
- Financial accuracy (timekeeping, reconciliation, invoicing enablement)
- Stakeholder satisfaction (ServiceNow, Client, Internal leadership)
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is
($150-$175/hour). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits .
