ServiceNow Transformation Lead

Job Title:

Transformation Lead - ServiceNow Deployment

Duration: 12+ months (initial, with potential extension)

• This high-profile internal role oversees the retirement of legacy platforms and their replacement with ServiceNow across service delivery and CRM functions. Key Responsibilities:
• The Transformation Lead will drive the end-to-end ServiceNow transformation, ensuring delivery of strategic objectives.
• They will oversee and manage key delivery partners, ensuring accountability, quality, and delivery performance.
• A strong programme governance, reporting, and assurance structure will be established and enforced.
• The Transformation Lead will act as the central point of coordination between internal stakeholders, external system integrators, and delivery partners.
• They will ensure timely progress across multiple workstreams, address delays, unblock challenges, and realign delivery as required.
• Risks and issues will be tracked, escalated, and resolved. The Transformation Lead will work with stakeholders to provide visibility on programme costs, forecasts, and budget control.
• The transformation will align with organisational objectives, providing measurable improvements in service delivery and customer experience. Required Experience & Skills:
• A proven track record as a Programme Director or equivalent, delivering complex, multi-year IT transformation programmes.
• Strong experience with ServiceNow platforms (including service delivery and CRM modules).
• Previous experience replacing/remediating legacy platforms such as Remedy and Salesforce is highly desirable.
• Deep knowledge of system integrator/vendor management, ideally across multiple partners.
• Strong governance, reporting, and programme control capabilities.
• Experience managing large-scale programmes with significant ambiguity (e.g., evolving scope, unclear cost baselines).
• Exceptional stakeholder engagement and leadership skills.
• Ability to drive delivery in challenging environments with existing delays.

The Network Operations Centre (NOC) is already running on ServiceNow, and this programme will extend its capabilities enterprise-wide.