ServiceNow Transformation Leader

Job Description:

We are seeking a seasoned Programme Director to lead a major enterprise-wide transformation programme focused on consolidating and modernising service delivery through ServiceNow. This is a high-profile internal role overseeing the retirement of legacy platforms (including Remedy and Salesforce) and their replacement with ServiceNow across service delivery and CRM functions.

The Programme Director will be responsible for governance, delivery oversight, partner management, and ensuring outcomes are achieved on time and to quality standards. This is a critical and complex role requiring a strong leader with deep knowledge of ServiceNow and extensive experience managing multi-vendor, multi-stream programmes.

Key Responsibilities:

• Transformation Leadership: Own and drive the end-to-end ServiceNow transformation, ensuring delivery of strategic objectives.
• Partner Management: Oversee and manage key delivery partners, ensuring accountability, quality, and delivery performance.
• Governance & Control: Establish and enforce strong programme governance, reporting, and assurance structures.
• Stakeholder Engagement: Act as the central point of coordination between internal stakeholders, external system integrators, and delivery partners.
• Delivery Assurance: Ensure timely progress across multiple workstreams, address delays, unblock challenges, and realign delivery as required.
• Risk, Issues & Budget Management: Track, escalate, and resolve risks and issues. Work with stakeholders to provide visibility on programme costs, forecasts, and budget control.
• Strategic Alignment: Ensure that the transformation aligns 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 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.