ServiceNow - Engagement Manager

NTT America, Inc.; Plano (TX); Remote; USD 150,000 - 190,000; Full time

Job summary

NTT DATA is seeking a Senior Engagement Manager to lead complex ServiceNow engagements from Plano, TX with remote-friendly options. The role focuses on delivery leadership, client relationship management, and financial accountability across multiple workstreams.

Candidates should have 10+ years in IT project/delivery leadership and 5+ years with ServiceNow, plus strong Agile/Scrum experience. Certifications like CSA/CIS-ITSM are preferred but not required.

Qualifications

• 10+ years of project and delivery management experience in IT consulting.
• 5+ years hands-on experience with ServiceNow implementations.
• 5+ years of Agile/Scrum leadership and facilitating client workshops.
• PMP or other project management certifications are not required.

Responsibilities

• Lead end-to-end delivery of ServiceNow projects, ensuring alignment with client goals, timelines, and budgets.
• Manage multiple concurrent engagements with distinct scope and complexity.
• Oversee project planning, execution, and governance using Agile and Scrum methodologies.
• Facilitate sprint planning, backlog grooming, and retrospectives; act as Scrum Master for delivery teams.

Skills

Delivery management

ServiceNow

Agile / Scrum

Budget management

Stakeholder communication

Delivery governance

Tools

ServiceNow Platform

Job description

Senior Engagement Manager - ServiceNow

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

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.

Key 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.

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 $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.

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.

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.

Why Join Us:

• 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. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .