ServiceNow - Engagement Manager

Service Now
- Engagement Manager

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 Service Now
- Engagement Manager to join our team in Plano, Texas (US-TX), United States (US).

Role Overview:

NTT DATA is seeking a seasoned Senior Engagement Manager to lead complex Service Now 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 Service Now implementations and will serve as a trusted advisor and delivery lead across multiple work streams.

Key Responsibilities:

• Project Delivery & Leadership
  - Lead the end-to-end delivery of Service Now 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.
• Service Now Expertise - Provide strategic guidance on Service Now 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 Service Now 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.
• Service Now certifications (e.g., CSA, CIS–ITSM, HRSD, GRC, Sec Ops) 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 Service Now 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 provides a reasonable range of compensation for U.S.

-based positions. The starting pay range for this remote role is hourly range $90.00/Hour to $95.00/Hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including participation in medical, dental, and vision insurance, flexible spending or health savings account, and AD&D insurance, employee assistance, participation in a 401k program, and additional voluntary or legally-required benefits.

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity.

We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.