Note: The job is a remote job and is open to candidates in USA. NTT DATA is a global business and technology services company that provides consulting, digital transformation, and application and infrastructure management services. The Senior ServiceNow Engagement Manager leads complex ServiceNow engagements, managing delivery, client relationships, financial oversight, Agile/Scrum execution, and strategic platform guidance across multiple workstreams.
Responsibilities
- 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
- 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
- Manage project budgets exceeding **M+, 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
- 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
Skills
- 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
Benefits
- Medical, dental, and vision insurance
- Flexible spending or health savings account
- AD&D insurance
- Employee assistance
- Participation in a 401k program
- Additional voluntary or legally-required benefits
- A flexible, remote-friendly work environment with growth opportunities
Company Overview