ServiceNow Project Manager

About NTT DATA Business Solutions:

NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.

As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs.

Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.

Our clients trust our deep experience and proven approaches - all around the world.

Job Summary:

The ServiceNow Project Manager is responsible for the end-to-end delivery of ServiceNow implementations, leading projects from initiation through go-live and post-implementation support. The role requires proven hands-on experience delivering ServiceNow implementations as a Project Manager

The Project Manager will operate with minimal oversight, independently leading ServiceNow projects and owning delivery outcomes while working closely with the Delivery Director and ServiceNow Consulting teams to execute the overall delivery strategy.

Duties/Responsibilities:

Customer & Stakeholder Management:

• Build, manage, and maintain strong relationships with customer stakeholders at project and senior leadership levels.
• Act as the primary point of accountability for ServiceNow project delivery, managing expectations, risks, and day-to-day delivery activities.
• Ensure clear, consistent communication across business, technical, and executive stakeholders throughout the project lifecycle.

Project Planning & Delivery:

• Lead full lifecycle ServiceNow implementations, including planning, design, build, test, deployment, and post-go-live support.
• Develop and maintain detailed project plans, schedules, budgets, and resourcing models aligned to agreed scope and delivery approach.

Team Leadership & Delivery Coordination:

• Lead cross-functional delivery teams, including ServiceNow consultants, technical specialists, client resources, and third-party suppliers.
• Provide clear direction, prioritisation, and decision-making to maintain delivery momentum and quality.
• Foster collaboration and high performance through effective leadership, coaching, and stakeholder engagement.

Governance, Reporting & Quality:

• Provide regular, structured project reporting to the Delivery Director, Programme Director, Steering Committees, and other stakeholders.
• Ensure adherence to delivery governance, quality standards, and ServiceNow implementation best practices.
• Maintain accurate and up-to-date project documentation, including project plans, RAID logs, financial tracking, status reports, and lessons learned.

Change, Risk & Issue Management:

• Manage project-level change requests, assessing impact on scope, cost, timeline, and resources.
• Own delivery risks and issues, acting as the first point of escalation and escalating appropriately when required.
• Drive timely resolution of complex delivery challenges while balancing delivery constraints and customer expectations.

Supplier & Partner Management:

• Coordinate and manage third-party suppliers contributing to ServiceNow project delivery.
• Monitor supplier performance against agreed deliverables and timelines, escalating risks or issues as necessary.

Required Skills/Abilities:

• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent practical experience.
• Demonstrable experience delivering ServiceNow implementations as a Project Manager, with accountability for end-to-end delivery.
• Strong understanding of ServiceNow delivery lifecycles and implementation best practices.
• Excellent stakeholder management and communication skills, with the ability to engage effectively at all organisational levels.

Desirable Experience

• Experience delivering ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or related workflows.
• ServiceNow certification(s) and/or formal project management qualifications (PRINCE2, PMP, Agile, etc.).
• Experience working in consulting or professional services environments.

Benefits:

Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

• Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
• Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
• "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
• Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
• Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.