Senior Project Manager – Service & ServiceNow Transformation
We are seeking a strong, business-focused Senior Project Manager – Service & ServiceNow Transformation responsible for the hands-on, end-to-end delivery of a critical data migration workstream within a major enterprise Service Transformation Programme.
Accountable for driving ServiceNow-enabled service transformations, this role translates strategic roadmaps into high-performance execution. The successful candidate will navigate complex, cross-functional environments, managing critical interdependencies across Service, Operations, and Technology teams to ensure successful operational readiness and business adoption.
Key Responsibilities
- Take absolute, end-to-end ownership of project delivery and execution (this is an implementation role, not an advisory or consulting position).
- Drive the delivery of ServiceNow platform migration, consolidation, or adoption workstreams (specifically involving ITSM, CMDB/CSDM, or HRSD modules).
- Translate high-level programme plans into detailed, actionable execution roadmaps with clear milestones.
- Thrive in a relatively lean project environment where hands-on delivery and direct execution are expected over pure governance oversight.
- Proactively identify, track, and mitigate complex delivery-level risks and issue workstreams.
- Own critical dependency management across highly complex, cross-functional technology and business workstreams.
- Ensure delivery blockers are resolved rapidly, escalating to the Programme Director with clear, viable mitigation options.
- Lead service transition activities to ensure operational teams are fully prepared for platform changes.
- Partner closely with Change Management teams to ensure technology delivery is tightly aligned with organizational readiness, training, and business adoption.
- Ensure business-readiness metrics are met before moving projects into live production environments.
- Manage day-to-day delivery accountability and performance of third-party vendors and System Integrators (SIs).
- Coordinate directly with cross-functional Subject Matter Experts (SMEs) across Technology, Customer Operations, and Service Delivery teams.
- Maintain highly effective, credible stakeholder engagement, ensuring alignment on project scope, timelines, and deliverables.
- Operate lean, delivery-focused project governance frameworks that support swift execution.
- Provide accurate, objective, and transparent progress reporting to the Programme Director and PMO.
- Contribute key delivery data to wider value-tracking and benefit-realization mechanisms.
Required Knowledge
- Strong, practical understanding of ServiceNow-enabled transformation programmes, with deep knowledge of ITSM, CMDB/CSDM, or HRSD environments.
- Deep theoretical and practical knowledge of Service Management transformation (ITSM, Service Delivery, and Service Operations).
- Experience delivering Customer Services / Customer Operations transformation
- Outstanding planning, dependency-mapping, and risk-mitigation skills.
- Highly comfortable working in lean, fast-paced environments where active problem-solving is required daily.
- Significant experience as a Senior Project Manager leading complex, cross-functional service or customer operations transformations (e.g., Customer Support, Service Desk, Field Service, or Managed Services).
- Handson experience, we are seeking someone with a history of personally driving project execution from start to finish, rather than acting in a PMO-only, pure advisory, or strategy-consulting capacity.
- Practical experience managing external System Integrators and vendors within a matrixed delivery model.
- Experience managing organizational change and operational transition linked directly to large-scale technology implementations.
- Milestones achieved on time, within scope, and to the required operational standard.
- Minimization of project delays through proactive dependency and strong risk management.
- Successful service transition and high user adoption rates post-go-live.
- Effective management of third-party deliverables against contracted agreements.
- Clear background working with structured frameworks such as PMI, PRINCE2, or Agile.
Please submit your CV alongside your availability and confirmation of your ability to work hybrid in London.
