Programme Manager

The Client requires an independent, senior Service Now Programme Delivery Lead to take end-to-end ownership of an enterprise-scale Service Now transformation programme. The Supplier will be responsible for defining the delivery strategy, driving the implementation of multiple Service Now modules, and ensuring the technical and process architecture achieves the Client's business outcomes.

The Supplier will be expected to independently deliver the following outcomes over the 12-month engagement:

• Programme Governance &
  
  Roadmap:
  
  Define, establish, and execute a comprehensive 12-month delivery roadmap for the Service Now ecosystem.
• Module Implementation: Oversee and successfully deliver multi-module implementations across the enterprise, specifically targeting ITSM
  , ITOM
  , SPM (Strategic Portfolio Management), and CSM/HRSD (tailor modules as required).
• Vendor & Partner Orchestration: Act as the primary interface and escalation point for external Service Now implementation partners and system integrators, ensuring their deliverables meet contractual standards.
• Target Operating Model (TOM): Design and land a sustainable Service Now governance structure, including platform demand management and standardisation frameworks.
• Platform Standardisation: Enforce "out-of-the-box" (OOTB) first principles to minimise technical debt and ensure scalable architecture across all platform streams.
• Stakeholder Alignment: Manage executive-level business objectives, translating complex technical delivery tracking into clear, outcome-focused business value reporting.

To successfully deliver the required outcomes, the Supplier should possess the following capabilities:

• Service Now Enterprise Scale
  
  Experience:
  
  A proven track record of successfully leading multi-million-pound, enterprise-wide Service Now transformation programmes from initiation to go-live.
• Deep Platform Knowledge: Strong conceptual and strategic understanding of the Service Now platform capability map (ITSM, ITOM, SPM, GRC, or Now Assist AI features).
  
  Note:
  
  Technical development skills are not required, but architectural and delivery capability is essential.
• Methodology Expertise: Advanced mastery of Agile, Scrum, and Waterfall methodologies within a complex program environment.
• Vendor Management: Exceptional experience managing and holding accountable tier-1 global system integrators and third-party consultancies.
• Certifications (Desirable): Service Now Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in relevant modules, or formal programme management credentials (MSP, PMP, PRINCE2 Practitioner).