Remote ServiceNow Delivery Lead | Engagement Expert

NTT DATA North America; Plano (TX); On-site; USD 138,000 - 171,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible spending or health savings

AD&D insurance

Employee assistance

401k program

Additional voluntary or legal benefits

Job summary

NTT DATA North America is seeking a Senior Engagement Manager to lead complex ServiceNow engagements for enterprise clients. This remote role, with occasional travel to Plano, TX, combines delivery leadership, client management, financial oversight, and Agile/Scrum mastery.

You will guide ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and GRC, ensuring platform scalability and value realization for diverse industries.

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.

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 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 and governance.

Skills

Delivery management

ServiceNow

Agile/Scrum

Financial acumen

Communication

Client workshops

Leadership

Education

Certified or not required PMP

Tools

ServiceNow Certifications

Job description

NTT DATA North America is seeking a Senior Engagement Manager to lead complex ServiceNow engagements for enterprise clients. This remote role, with occasional travel to Plano, TX, combines delivery leadership, client management, financial oversight, and Agile/Scrum mastery.

You will guide ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and GRC, ensuring platform scalability and value realization for diverse industries.