ServiceNow-Led Transformation | London & Horsham |
Be part of something brilliant from the beginning
This is a rare opportunity to join a dynamic ServiceNow Partner. Founded by experienced leaders who previously built a £25 million business with 150 staff serving Morgan Stanley, UBS, Aviva, Zurich, Shell, and Pearson, this client is building a portfolio of enterprise clients and transformative programmes in service automation, cyber recovery, and service optimisation.
You'll work directly with the Programme Director on an outcome-based contract. This isn't consultancy as usual, the success of the programme is genuinely tied to your delivery.
You'll be part of a small, focused team where your contribution matters from day one.
Why this stands out
* Complex, meaningful work. Lead delivery for a major organisation (5,500 staff, ~2,000 server instances) transforming their outsourced IT estate from a 'black box' model to a modern, automated, well-controlled environment. This spans ServiceNow, observability and monitoring, correlation, incident recovery, asset control, DevOps tooling integration, and user experience monitoring.
* You'll actually be valued. No body shopping. No fighting for attention in a 500-person delivery team. You'll have direct access to senior leadership and real influence over how the programme runs.
* Sensible working arrangements. Two days per week onsite (typically London Tuesday, Horsham Thursday, though flexible), three days remote. The face-to-face time is genuinely productive - side-of-desk conversations, unblocking issues, building relationships. Not box-ticking.
* Experience is genuinely valued. They're specifically looking for someone with 10+ years who can bring real expertise and judgement. Your grey hair and war stories are assets.
* Contract length. Initial 6-month contract expected to extend through year end.
What you'll be doing
You'll have day-to-day delivery oversight for a complex service automation transformation. ServiceNow sits at the core, but this also encompasses observability, monitoring, correlation, DevOps tooling integration, and user experience monitoring.
Primary delivery is through a top-tier Indian outsourcer with a sizeable project team (~40 people on a fixed-price transformation). You'll manage them to outcomes whilst simultaneously driving the insurer's internal dependencies - technical sign-offs, service design and assurance processes, governance forums, and stakeholder alignment.
You'll own the integrated plan, RAID log, governance cadence, and delivery rhythm. You'll ensure integration points are designed and delivered across all tooling. You'll escalate early and clearly, maintaining pace and decision flow throughout.
What you need
Essential:
* 10+ years as a senior project manager delivering technical transformation programmes
* Proven track record managing outsourcers and getting delivery performance out of them
* ServiceNow programme delivery experience, including understanding how ServiceNow integrates with surrounding tooling
* Technical awareness sufficient to challenge and unblock issues (you don't need to be the architect, but you need to understand the technical landscape)
* Comfortable operating with senior infrastructure and service operations stakeholders
* Strong governance, stakeholder management, and dependency management capabilities
* Commercial and delivery pragmatism (this is outcome-owned work where results matter)
* British citizenship (right to work requirement due to the nature of the engagement)
Highly desirable:
* Delivery of an observability or monitoring programme
* DevOps automation or tooling exposure (even conceptual understanding adds value)
* Experience with automation-led infrastructure or service operations change
* Financial services or insurance sector background
The practicalities
* Contract: Initial 6 months, expected to extend through to year end
* Start date: ASAP, ideally February. March starters likely too late given programme timelines.
* IR35 status: Outside IR35
* Location: London (base) and Horsham. Minimum 2 days per week onsite - typically London Tuesday, Horsham Thursday, though there's flexibility.
* Expenses: You cover travel into London. London to Horsham travel may be covered (to be agreed).
Interview process
Fast-moving. First conversation with the Programme Director can happen within days. Second interview (ideally face-to-face in London) shortly after. Immediate decisions, no drawn-out processes.