Sr Program Director

Job Description: ServiceNow Sr Program Director

Req ID: 389962

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 Sr Program Director to join our team in Plano, Texas (US-TX), United States (US).

Role Summary

The Program Director 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 Certifications

• CSA+
• CIS+
• PMP/Scrum + Exec Leadership

Required Skills & Experience

• 12+ years of project and delivery management experience in IT consulting.
• 10-12 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.
• Program management experience in enterprise consulting or managed services environments
• Strong understanding of SOWs, Work Orders, Order Forms, and governance boards
• Experience managing cross-functional, multi-stakeholder programs
• Financial acumen related to time & materials, invoicing, and reconciliation controls
• Familiarity with ServiceNow delivery models and partner governance (preferred)

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)

Benefits

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($150-$175/hour). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

About NTT DATA

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.

Contact Information

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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.