Program Director

Key Responsibilities

• Programme Orchestration & Service Transformation: Take end-to-end ownership of the integration roadmap as the program transitions from design to implementation, driving tangible service transformation and operating-model change.
• Milestone Delivery: Drive the upcoming critical milestone (the first operating company pilot) before orchestrating the rollout and adoption across 9 further operating companies.
• Practical Risk & Dependency Management: Proactively identify, discuss, and mitigate delivery risks with credibility, ensuring complex interdependencies across Technology, Service, and Operations workstreams are seamlessly aligned.
• Governance & Control: Design and operate a rigid, practical programme governance framework to align a highly complex, matrixed stakeholder landscape with the ServiceNow strategy.
• Data Migration Oversight: Maintain executive control over critical data migration activities to ensure all legacy data is effectively transitioned into a ServiceNow TPSM framework.
• Value & Executive Reporting: Partner with finance and senior executives to track benefits realization, mitigate macro risks, and prepare strategic reporting for Executive SteerCo forums.

What We Are Looking For

• Hands-on Service Transformation: A proven track record of personally leading customer-service operations and technology-service transformations, rather than operating solely in advisory or consulting-led environments.
• Deep ServiceNow Expertise: Direct, practical experience with ServiceNow implementations, ideally with strong exposure to TPSM (Technology Provider Service Management), CSM (Customer Service Management) modules, or platform migrations and Service Management transformation experience (ITSM, Service Delivery, Service Operations).
• Operating-Model Change: Practical, credible experience designing and executing operating-model changes to ensure true service adoption and readiness.
• Scale & Complexity: Extensive experience leading complex, multi-workstream transformation programmes within global, matrixed environments.
• Legacy Migration Experience: Proven track record of managing large-scale data migrations from legacy environments (such as Siebel) into modern cloud platforms.
• Executive Leadership: Exceptional influencing skills with the ability to command accountability across cross-functional teams, manage system integrators, and report directly to C-suite sponsors.