The Role
As Programme Manager, you will provide senior leadership across both programme governance and delivery execution.
You will need to be comfortable operating at both strategic and operational levels, with a strong understanding of the detail behind the ServiceNow implementation.
You will act as a key point of contact for UK stakeholders while working closely with the offshore delivery organisation, onsite Delivery Manager and account team.
Key Responsibilities
- Take overall programme management responsibility for the ServiceNow transformation and Phase 2 delivery.
- Lead programme governance, planning, reporting, RAID management and delivery oversight.
- Act as the key interface between UK-based stakeholders and India-based delivery teams.
- Ensure effective communication, alignment and collaboration across onsite and offshore teams.
- Drive delivery effectiveness, identifying and resolving issues, risks and dependencies.
- Work closely with technical and functional ServiceNow teams to ensure delivery remains aligned with programme objectives and architecture.
- Maintain a strong understanding of the detail and progress of the ServiceNow implementation.
- Manage programme scope, milestones, dependencies and priorities.
- Provide clear and effective reporting to senior stakeholders.
- Support resource planning and the expansion of the delivery team as Phase 2 progresses.
- Work closely with the onsite Delivery Manager, account team and Head of ServiceNow Delivery.
- Ensure appropriate governance and delivery standards are maintained throughout the programme.
- Manage stakeholder expectations and provide strong leadership through complex delivery challenges.
- Support the transition from the current IRM implementation into the broader Phase 2 programme, including TPRM.
Key Skills & Experience
- 8-10+ years' experience in complex IT programme management and delivery.
- Strong experience managing ServiceNow implementations/transformation programmes.
- Excellent understanding of ServiceNow ITSM and enterprise ServiceNow programmes.
- Experience across complex, multi-workstream technology programmes.
- Proven experience managing or working closely with India-based/offshore delivery teams.
- Strong programme governance, risk, issue and dependency management experience.
- Comfortable operating in a client-facing environment with senior stakeholders.
- Ability to understand both the strategic programme picture and the detailed delivery challenges.
- Strong communication, stakeholder management and leadership skills.
- Experience managing distributed teams and working across UK/offshore delivery models.
- Previous Insurance or Financial Services experience is advantageous but not mandatory.
- Experience with IRM and/or TPRM would be highly beneficial.
- Must be able to work 3 days per week onsite in London.
Ideal Profile
We are looking for an experienced ServiceNow Programme Manager who can take ownership of a complex, long-term transformation and provide strong leadership across both the client and delivery organisation.
You should be equally comfortable discussing programme strategy with senior UK stakeholders and getting into the detail with delivery teams to understand what is happening, identify issues and drive them through to resolution.
This is an excellent opportunity to join a significant ServiceNow transformation programme at an important stage of its development, with a substantial Phase 2 and approximately two years of planned delivery ahead.