ServiceNow - Engagement Manager/Program Manager - Onsite

Req ID: 380241

About the role

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.

Location: Remote (with occasional travel as needed)

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.
• 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 and employee assistance program.
• Participation in a 401k program.
• Additional voluntary or legally-required benefits.

Pay

The starting pay range for this role is $145/hour. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.