ServiceNow Engagement Manager

Req ID: 386914 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow - Engagement Manager to join our team in Plano, Texas (US-TX), United States (US).

Senior Engagement Manager – ServiceNow Location: Remote (with occasional travel as needed) 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.

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 ***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. 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. Basic 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.