ServiceNow Engagement Manager
NTT DATAJob Description
- 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. - 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. - 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. - Strong financial acumen with experience managing multimillion-dollar budgets. - Excellent communication, stakeholder engagement, and conflict resolution skills. - PMP or equivalent required, CSA and/or 1 CIS-(any) preferred.
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