Programme Lead - ServiceNow Transformation

The Team

Are you ready to shape the future of enterprise digital transformation? Infosys Consulting is building a new, pioneering global management consulting capability in the Process Automation and ServiceNow space. We combine world-class ServiceNow technology services with deep consulting expertise to deliver unparalleled value and differentiation for our clients. This isn't just about implementation; it's about reinventing possibilities, challenging norms, and driving real business outcomes. If you're an ambitious consultant with a passion for innovation and client impact, we want you on our team.

The role

We are looking for a Programme Lead to lead large-scale, multi-workstream transformations on the ServiceNow platform. You will be accountable for the end-to-end success of client programmes, from shaping the vision and business case through to delivery, adoption and value realisation.

This is a senior, client-facing leadership role. You will combine deep ServiceNow expertise, both technical and functional, with the commercial acumen and executive presence needed to build trusted relationships at CXO level and guide clients through complex change.

Programme Leadership

• Own the delivery of complex ServiceNow transformation programmes spanning multiple workstreams, geographies and delivery teams
• Define programme strategy, governance, roadmap and delivery approach, ensuring alignment to client business outcomes
• Manage programme financials, including budget, forecasting, margin, risk and change control
• Lead and inspire cross-functional teams of architects, consultants, developers, testers and change specialists, including onshore, nearshore and offshore resources
• Establish robust governance, RAID management and assurance, escalating and resolving issues before they affect delivery

Platform and Solution Leadership

• Provide authoritative guidance on ServiceNow architecture, design and best practice across the platform, including ITSM, ITOM, ITAM/SAM, HRSD, CSM, SecOps/IRM, SPM/ITBM, and Workflow Data Fabric/Now Platform capabilities
• Challenge and quality-assure solution designs, ensuring scalability, maintainability, upgrade-safety and adherence to out-of-the-box principles
• Guide clients on platform strategy, including operating model, platform governance, CMDB and data strategy, integration, and the adoption of AI and automation capabilities such as Now Assist
• Bridge business and technology, translating strategic objectives into functional requirements and technical solutions

Client and Executive Engagement

• Build and sustain trusted, long-term relationships with CIOs, CTOs, COOs, CFOs and other CXO-level stakeholders
• Act as a trusted advisor, shaping client agendas, influencing investment decisions and helping executives articulate and realise the value of their platform investment
• Lead executive steering committees and board-level reporting with clarity, credibility and confidence
• Navigate complex stakeholder landscapes, manage expectations and resolve conflict constructively

Commercial and Business Development

• Support pre-sales and bid activity, including solution shaping, estimation, commercial structuring and orals
• Identify and develop opportunities for account growth, expanding the footprint of ServiceNow across the client's enterprise
• Contribute to the growth and positioning of the ServiceNow practice, including thought leadership, partner relationships (ServiceNow alliance) and reusable assets

People and Practice

• Coach and mentor programme managers, architects and consultants, building the next generation of delivery leaders
• Champion delivery excellence, quality standards and a culture of continuous improvement

Requirements

Platform knowledge

• Extensive hands-on and leadership experience delivering ServiceNow programmes, with in-depth functional knowledge across multiple product areas
• Strong technical understanding of the Now Platform, including architecture, scripting and configuration, integrations (REST/SOAP/MID Server/IntegrationHub), CMDB and Discovery, data model, security and upgrade management
• Working knowledge of ServiceNow licensing models, release cadence and roadmap
• Evidence of leading or overseeing delivery using ServiceNow-aligned methodologies and accelerators

Programme and delivery

• Proven track record of leading large, complex, high-value transformation programmes from initiation through to successful go-live and benefits realisation
• Experience with Agile, hybrid and waterfall delivery approaches at scale (e.g. SAFe, Scrum, PRINCE2, PMP)
• Strong command of programme financials, risk management and delivery governance

Client and stakeholder

• Demonstrated experience leading client engagements within a consulting, systems integrator or professional services environment
• Established ability to build credible relationships with CXO and senior executive stakeholders, and to influence at board level
• Exceptional communication, negotiation and presentation skills

Leadership

• Experience leading and developing large, diverse and distributed teams
• Commercial mindset with a track record of contributing to sales, account growth or practice development
  

Desirable skills

• ServiceNow certifications (e.g. Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect, or Certified Master Architect)
• Programme management certifications (PMP, MSP, PRINCE2 Practitioner, SAFe Program Consultant)
• Experience in a ServiceNow Elite or Premier partner organisation
• Sector experience in [financial services / public sector / healthcare / telecoms / energy, etc.]
• Experience with enterprise transformation involving ERP, cloud migration or operating model redesign alongside ServiceNow
• Experience guiding clients on AI-enabled workflows and platform rationalisation or consolidation

Given that this is just a short snapshot of the role we encourage you to apply even if you don't meet all the requirements listed above. We are looking for individuals who strive to make an impact and are eager to learn. If this sounds like you and you feel you have the skills and experience required, then please apply now.

Benefits