Project Manager-ServiceNow

Role– ServiceNow Project Manager (Transformation Program)

Customer location Onsite (UK) / Hybrid (as per project requirement)

Role Overview

We are seeking experienced Project Managers with strong ServiceNow expertise to lead a large-scale ServiceNow transformation program for a strategic enterprise client. This is not a simple migration—the program focuses on:

• Transitioning from highly customised legacy processes to Out-of-the-Box (OOTB) aligned workflows
• Consolidating two legacy ServiceNow instances into a new strategic platform
• Introducing new processes into ServiceNow for the first time

The role requires strong delivery leadership across ITOM, ITSM, CMDB/CSDM, and EUC domains, combined with transformation mindset and stakeholder engagement capabilities.

Key Responsibilities

1. Program & Delivery Leadership

• Lead end-to-end ServiceNow transformation initiatives across multiple tracks
• Manage delivery roadmap for new ServiceNow instance adoption and process onboardings
• Ensure alignment with OOTB best practices and platform standardization goals
• Drive governance, reporting, and milestone tracking for leadership visibility

2. ServiceNow Transformation Scope Ownership

Drive and deliver across key transformation areas including:

• ITOM Discovery, Service Mapping & CMDB/CSDM alignment
• End User Computing (EUC) Service Desk go-live
• Transition of processes from legacy instances to new platform

3. Critical Process Implementation (Big Ticket Items)

• Software Asset Management (SAM)
• Hardware Asset Management (HAM)
• Patch Management & Reporting
• Software Development Lifecycle (SDLC) controls

4. Functional Track Delivery (Multi-Domain)

Manage and coordinate delivery for:

• Service Request Management (E2E, CSO, Cloud onboarding)
• Incident & Problem Management (including DWS)
• eDiscovery and Cyber hygiene (Brinqa)
• Integrated Risk Management (IRM) and GRC
• Operational Resilience & DR/Portal initiatives
• DLP workflows, Access workflows, SAP integrations

5. Stakeholder & Governance Management

• Interface with client leadership, architecture teams, and business stakeholders
• Drive SteerCo updates, risk management, and escalation handling
• Collaborate with cross-functional teams (Infra, App, Security, Cloud)
• Identify Day-1 risks and transformation dependencies
• Process deviations from OOTB
• Data quality issues in CMDB
• Integration and onboarding risks
• Drive adoption and change management across business units

Required Skills & Experience

Mandatory

• 10+ years overall IT experience with strong Project/Program Management
• Deep expertise in ServiceNow platform (ITOM, ITSM, CMDB, CSDM)
• Experience in large-scale ServiceNow transformation programs (not just migration)
• Strong understanding of:
• OOTB vs customized ServiceNow implementations
• ITIL processes and governance models
• Exposure to EUC / Service Desk transformation programs

Preferred

• Experience with:
• SAM, HAM, IRM, GRC modules
• ServiceNow integrations (e.g., SAP, Cloud workflows)
• Knowledge of Agile / Hybrid delivery models
• Prior experience in financial services / regulated environments
• Strong stakeholder management and executive communication
• Transformation mindset with focus on standardization and simplification
• Ability to manage multiple parallel workstreams
• Proactive risk identification and mitigation
• Strong ownership and accountability

Key Success Metrics

• Successful rollout of new ServiceNow strategic instance
• Reduction in customizations / increase in OOTB adoption
• On-time delivery of priority processes (SAM, HAM, Patch, SDLC)
• Stable EUC / Service Desk go-live
• Improved CMDB data quality and service visibility
• Effective risk and dependency resolution

Benefits

• Contributory pension of up to 5%
• 4x life insurance policy
• Private medical insurance (50)

All applicants welcome.