Practice Lead - ServiceNow Delivery

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 a global reach with local intimacy to provide premier professional SAP services from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.

As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.

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.

Position Description:

The ServiceNow Delivery Executive will provide project leadership for NTT DATA Business Solutions UK&I. ServiceNow customers. In this capacity, the individual is accountable for high quality, profitable delivery for current customers. The position is responsible for overseeing project delivery including adherence to Statement of Work commitments and NTT DATA methodology. The role is also responsible to develop project managers and key project personnel through mentoring and execution of focused learning events. Strong project and account management skills are required.

Practice Management

• Overall management responsibility of the ServiceNow Delivery Management team
• Responsible for the development, retention and recruitment within the Practice
• Make informed hiring decisions regarding supply/demand balance and right mix of team members.
• Regular Practice reporting to the Executive team
• Sustaining an appropriate utilisation of the team whilst ensuring an appropriate balance of on-shore/off-shore usage
• Participate in Sales and Marketing events and the support the growth of the ServiceNow business
• Continual focus on innovation and the appropriate shaping of Projects to provide an economical solution within known and acceptable risk profiles
• Resource allocation and load balancing to deliver projects.
• Foster an environment of continuous improvement and professional growth.
• Educate project managers regarding value propositions, offerings and methodology.

Sales Support

• Determine project timeline and estimated cost with appropriate profitability and risk profile.
• Participate in client meetings and presentations, providing insight into delivery capabilities, methodologies and standards.
• Prepare potential project team members for client interviews.
• Collaborate with the sales team to provide expert knowledge and support during the pre-sales process, ensuring the proposed solutions are deliverable within the scope of our delivery capabilities.
• Ensure payment plans and budget of pipelined projects is supported by delivery methodology.
• Own the creation of, and approval of, Statements of Work
• Ensure adherence to NTT DATA approval process.

Project Delivery

• Establish and enforce delivery standards and best practices for ServiceNow implementations to ensure high quality outcomes.
• Monitor project performance and implementation of continual delivery improvements.
• Governance and oversight of delivery methodologies, ensuring that projects adhere to agreed standards, budgets and timelines.
• Intervene in distressed projects to provide leadership, strategic direction and recovery plans to ensure the path to green is understood and met internally and by the customer.
• Be the authority on project gates, review, approval.
• Validate project plans with the project & programme managers.
• Understand the project risks, challenges and help craft mitigating strategies.
• Provide detail project status as required to the appropriate NDBS Leadership Team
• Own the oversight and quality of all projects within the Practice.
• Ensure consistent and effective delivery of projects.
• Maintain acceptable profitability targets across all projects.
• Maintain and be able to report on an accurate forecast real time

Customer Success and Experience

• Establish credibility with supported clients as their trusted advisor.
• Serve as a point of escalation for high severity project issues.
• Oversight of multiple accounts with the aim of ensuring a quality outcome for both the Client and NDBS.
• Cultivate professional relationships with client executives and project team.
• Establish credibility and relationships with client decision makers, know their business, their industry, their culture, and their top priorities.
• Create an environment of extreme customer focus within the team.
• Be a decision maker regarding conflicting customer priorities/requirements.
• Be an advocate for customers within NTT Data Business Solutions Inc.
• Lead the resolution of critical project issues, ensuring that all stakeholders are aligned and that solutions are implemented effectively.
• Actively participate and provide guidance to Steering Committee.

Position Requirements/Qualifications:

• Extensive experience in project delivery and management, specifically within the ServiceNow ecosystem.
• Proven track record of leading successful teams and delivering complex projects on time and within budget.
• Strong leadership skills, including ability to mentor and guide teams through challenging projects.
• Bachelor’s degree or equivalent required.
• 5+ years ServiceNow implementation experience.
• Experience managing a team of PMO / Project & Programme management.
• Experience across multiple industries
• Experience leading strategic workshops with clients.

We offer:

We offer a range of benefits including -

• A competitive group pension plan, life assurance and income protection
• One “free Friday” per calendar month - effectively an extra 12 days holiday
• “work where it works” policy for the UK
• Private medical insurance.
• Cycle scheme, electric car scheme
• Some of these benefits may be available only after you have passed your probationary period