ServiceNow Project Manager

Service Now Project Manager – Transformation (10+ Years Experience)

Location:

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

We are seeking experienced Project Managers with strong Service Now expertise (10+ years) to lead a large-scale Service Now transformation program for a strategic enterprise client. This program focuses on:

• Transitioning from highly customised legacy processes to Out-of-the-Box (OOTB) aligned workflows
• Consolidating two legacy Service Now instances into a new strategic platform
• Introducing new processes into Service Now 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.

• Program & Delivery Leadership
• Lead end-to-end Service Now transformation initiatives across multiple tracks
• Manage delivery roadmap for new Service Now instance adoption and process onboarding
• Ensure alignment with OOTB best practices and platform standardization goals
• Drive governance, reporting, and milestone tracking for leadership visibility
• Service Now Transformation Scope Ownership
• Drive and deliver across key transformation areas, including:

• ITOM Discovery, Service Mapping & CMDB/CSDM alignment
• ITSM processes (Incident, Problem, Change, Request Management)
• End User Computing (EUC) Service Desk go-live
• Transition of processes from legacy instances to new platform
• Critical Process Implementation (Big Ticket Items)
• Software Asset Management (SAM)
• Hardware Asset Management (HAM)
• Patch Management & Reporting
• Software Development Lifecycle (SDLC) controls
• Functional Track Delivery (Multi-Domain)

• Manage and coordinate delivery for:

• Service Request Management (E2E, CSO, Cloud onboarding)
• Service Level Management
• Incident & Problem Management (including DWS)
• eDiscovery and Cyber hygiene (Brinqa)
• Product Portfolio Management & APM
• Integrated Risk Management (IRM) and GRC
• Operational Resilience & DR/Portal initiatives
• DLP workflows, Access workflows, SAP integrations
• Stakeholder & Governance Management
• Interface with client leadership, architecture teams, and business stakeholders
• Drive Steer Co updates, risk management, and escalation handling
• Collaborate with cross-functional teams (Infra, App, Security, Cloud)
• Risk & Transformation Management
• Identify Day-1 risks and transformation dependencies
• Ensure mitigation planning for:

• Process deviations from OOTB
• Data quality issues in CMDB
• Integration and onboarding risks

• Drive adoption and change management across business units

• 10+ years overall IT experience with strong Project/Program Management
• Deep expertise in Service Now platform (ITOM, ITSM, CMDB, CSDM)
• Experience in large-scale Service Now transformation programs (not just migration)
• Strong understanding of:

• OOTB vs customized Service Now implementations
• ITIL processes and governance models

• Exposure to EUC / Service Desk transformation programs

• Experience with:

• SAM, HAM, IRM, GRC modules
• Service Now 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 work streams
• Proactive risk identification and mitigation
• Strong ownership and accountability

• Successful rollout of new Service Now 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