We're looking for an IT Business Partner for Customer & Project Success who will be the single point of accountability between IT and the Delivery and Customer Success organisations, owning the application roadmap and change-order budget for ServiceNow and the data/analytics, AI, and project-tooling capabilities built on top of it.
The role turns IT from a shared-services back office into an embedded partner that ships what Delivery and Customer Success need, funds it transparently, and is judged on business outcomes — not tickets closed.
Location & working model:
London, Hybrid (flexible)
Responsibilities:
- Own the ServiceNow roadmap and consolidation programme, supporting the consolidation of delivery/support tooling onto ServiceNow and sunsetting Jira for that use case.
- Partner with the Customer Success organisation on Customer 360, renewals-health data, and AI coworkers for CS.
- Partner with the Delivery organisation on at-risk account tooling and reporting.
- Own project-tooling rationalisation as delivery/PS tools consolidate into ServiceNow, and own the data model connecting delivery, support, and adoption data.
- Drive accountability for data quality across delivery and customer data, ensuring issues are owned by the business rather than IT.
- Manage the Customer & Project Success change-order budget and report spend and value delivered monthly.
- Shape solution direction for the business applications in scope, evaluating options and recommending configuration or platform approaches aligned to organizational standards.
- Govern the intake and prioritization of business change requests, assessing business value, feasibility, and risk before committing them to the delivery queue.
- Own the quality and traceability of requirements documentation, validating business acceptance before changes are released into production.
Requirements:
- 8+ years in IT business-partnering, systems ownership, or platform product management, ideally in a PE-owned or high-growth software company.
- Comfortable owning a budget and a change-order backlog — this is a P&L-adjacent, strategic role.
- Data-literate, with a track record of driving accountability for data quality across business stakeholders.
- Direct communicator, comfortable in exec and leadership rooms, able to say no and hold a boundary.
- Direct, hands-on ServiceNow administration or platform-ownership experience at scale (CSA certification a plus).
- Experience running platform consolidations or tool migrations, ideally in a delivery/customer-success context.
- Proven track record working for a Born-in-the-Cloud or Cloud-Native technology company — must have.
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IT Business Partner – Customer & Project Success employer: Sapiens
Sapiens is an exceptional employer, offering a dynamic work environment in London or Cardiff that fosters innovation and collaboration. With a strong focus on employee growth, Sapiens provides opportunities for professional development in cutting-edge insurance solutions, while promoting a culture of accountability and client-centric outcomes. The hybrid working model enhances work-life balance, making it an attractive choice for those seeking meaningful and rewarding employment.
