ServiceNow Project Manager

Programme Manager ITSM Transformation & ServiceNow Implementation

Green Alien Productions seeks an experienced Programme Manager to lead a large-scale ITSM transformation and ServiceNow implementation programme within a complex telecommunications environment.

The role involves replacing legacy ITSM platforms (e.g., Remedy) with a UK-sovereign instance of ServiceNow, driving operational efficiency and improved service delivery aligned to ITIL standards.

This is a business-critical programme that will modernise ITSM capabilities across multiple domains and functions.

Candidates must bring a proven background in delivering enterprise-scale digital and ITSM transformations, particularly in telecom settings. Key Responsibilities:

• Lead the end-to-end delivery of a multi-phase ITSM transformation programme.
• Manage the full ServiceNow platform implementation, focusing on out-of-the-box capabilities and minimising customisation.
• Oversee phased rollouts including MVP, with clearly defined deliverables and success metrics.
• Drive business and digital process transformation, embedding modern operating models across IT, Care, Digital, and Operations.
• Engage and influence senior stakeholders to ensure alignment on objectives, milestones, and benefits realisation.
• Manage programme governance, board reporting, funding approvals, and strategic decision-making processes.
• Coordinate technical teams and integration workstreams across infrastructure, security, data, and application layers.
• Lead cross-functional delivery teams including product/process design, testing, data migration, readiness, comms, and training.
• Mitigate programme risks and manage change effectively across impacted business units. Essential Skills & Experience:
• Telecom sector experience delivering complex transformation programmes.
• Strong track record of ServiceNow implementations, ideally migrating from legacy ITSM tools (e.g., BMC Remedy).
• Deep understanding of ITIL v4 principles and experience embedding ITIL-aligned workflows through ServiceNow.
• Demonstrable experience managing multi-year, high-budget programmes (£5£15 million) with structured governance and benefits tracking.
• Skilled in managing cross-functional and third-party teams (onshore/offshore), and engaging at exec/senior stakeholder level.
• Strong business change, stakeholder management, and transformation planning capabilities.
• Proficiency in Agile and Scaled Agile environments (SAFe desirable); formal programme management certification required (e.g., MSP, PMP).