ServiceNow - Engagement Manager

NTT DATA is seeking a seasoned Senior Engagement Manager to lead complex ServiceNow engagements across enterprise clients in Plano, Texas.

About the role

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.

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 $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.
• 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.

Requirements

• 10+ years of project and delivery management experience in IT consulting.
• 5+ years of hands-on experience with ServiceNow implementations.
• 5+ years of proven ability to lead Agile/Scrum teams and facilitate client workshops.
• 3 to 5 years of strong financial acumen with experience managing multimillion-dollar budgets.
• Excellent communication, stakeholder engagement, and conflict resolution skills.

Qualifications

ServiceNow certifications (e.g., CSA, CIS–ITSM, HRSD, GRC, SecOps) preferred but not required. PMP or other project management certifications are not required.

Benefits

• 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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries.