ServiceNow Senior Project Manager

Job Description

Role purpose

Lead day-to-day delivery oversight for a complex service automation transformation ensuring the outsourcer delivers and the insurers internal dependencies governance and sign-offs are driven to completion.

Engagement details

• Contract: initial 6 months however potentiol extension expected to end of year.
• Start: ASAP ideally February.
• Rate: typically Excellent Market Rates
• IR35: Outside IR35

Location / on-site expectations

• Client locations: London and Horsham
• Expectation: minimum 2 days/week onsite (often London Tue Horsham Thu as a pattern but flexible).
• Expenses: the candidate covers travel to London. LondonHorsham travel may be paid (to be agreed).

Scope context (what youre running)

• 5500 staff 2000 server instances mainly UK/Europe.
• Outsourced estate shifting from black box outsource to a model with heavy automation and better service control.
• ServiceNow is the core thread but programme also spans observability/monitoring/correlation incident recovery asset control DevOps tooling integration and user experience monitoring.
• Delivery is primarily via a top-tier Indian outsourcer with a sizable project team.

Key responsibilities

• Own the integrated plan RAID governance cadence and delivery rhythm for the automation workstream.
• Manage the outsourcer to outcomes. Hold them to scope quality and milestones on a fixed-price transformation.
• Drive insurer-side enablement activities: technical sign-offs service design/assurance forums and internal dependencies.
• Ensure integration points are designed and delivered across ServiceNow monitoring/observability DevOps tooling and UX monitoring.
• Escalate early and clearly. Maintain pace and decision flow.

Required experience

• 10 years as a senior project manager delivering technical transformation.
• Strong track record managing outsourcers and getting delivery performance out of them.
• Enough technical awareness to challenge and unblock without needing to be the architect.
• Comfortable operating with senior infrastructure and service operations stakeholders.

Required knowledge/skills

• ServiceNow programme delivery experience including how ServiceNow integrates with surrounding tooling.
• Strong governance stakeholder management and dependency management.
• Commercial and delivery pragmatism. This is outcome-owned work.

Desirable:

• Delivery of an observability/monitoring programme.
• DevOps automation/tooling exposure (conceptual understanding is valuable).
• Experience with automation-led infrastructure/service ops change.