Role: ServiceNow Project Manager
Location: Remote
Role Summary:
The Program Manager is accountable for the end-to-end commercial and delivery governance of NTT DATA - ServiceNow Program framework. This role ensures standardized execution from opportunity qualification through staffing, invoicing enablement, and engagement closeout, while maintaining compliance with NTT and ServiceNow contractual, financial, and operational controls.
Key Responsibilities:
1. Program Governance & Accountability
Own overall program delivery accountability across all deal phases.
Ensure adherence to the six controlled process phases defined in the SOP.
Act as the primary escalation point for delivery, scope, timeline, and governance risks.
2. Opportunity Review & Deal Qualification
Participate in initial opportunity review to confirm strategic and delivery alignment.
Support deal qualification activities and ensure required approvals are obtained.
Ensure opportunities are accurately entered and maintained in SPM.
3. Scope, Work Request & Governance Control
Oversee mandatory discovery validation to confirm scope readiness prior to finalization.
Ensure Work Requests (WR) are properly created, reviewed, and approved through DRB.
Validate alignment between scope, Work Request, Order Form, and Work Order.
4. Commercial & Contract Management
Govern the transition from approved Work Request to commercial setup.
Ensure Order Forms are executed and system artifacts are created accurately.
Maintain alignment between ServiceNow, NTT Practice, Operations, and the Client.
5. Resource & Delivery Oversight
Oversee resource onboarding and assignment, ensuring lead-time and role alignment.
Confirm SPM updates reflect accurate staffing, delivery start dates, and utilization.
Maintain delivery health across execution and staffing phases.
6. Financial & Invoicing Governance
Ensure compliance with timesheet submission, approval, and reconciliation controls.
Oversee alignment between Work Orders, Orca timekeeping, and reference invoicing.
Ensure financial milestones and monthly close requirements are met.
7. Stakeholder Communication & Reporting
Serve as the primary point of accountability for ServiceNow, NTT, and Client stakeholders.
Weekly status dashboard reporting
Ensure all stakeholders are notified at key lifecycle milestones.
Maintain transparent reporting on delivery status, risks, and financial health.
8. Records, Compliance & Closeout
Ensure all required records (Opportunity, WR, OF, WO, invoicing artifacts) are properly retained.
Govern engagement closeout in accordance with SOP and policy requirements.
Ensure audit readiness and adherence to internal classification standards.
Authority & Decision Rights
Accountable authority for delivery execution and governance outcomes.
Final approval authority for delivery readiness, staffing alignment, and escalation resolution.
Enforces SOP compliance across Practice, Operations, and Delivery teams.
Required Skills & Experience:
Program management experience in enterprise consulting or managed services environments: 3 – 6 years
Strong understanding of SOWs, Work Orders, Order Forms, and governance boards: 3 – 6 years
Experience managing cross-functional, multi-stakeholder programs: 3 – 6 years
Financial acumen related to time & materials, invoicing, and reconciliation controls: 3 – 6 years
Familiarity with ServiceNow delivery models and partner governance (preferred): 3 – 6 years
Key Success Metrics:
SLA adherence across qualification, WR approval, commercial setup, and staffing
Delivery health (on-time start, scope adherence, risk mitigation)
Financial accuracy (timekeeping, reconciliation, invoicing enablement)
Stakeholder satisfaction (ServiceNow, Client, Internal leadership)
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