ServiceNow Senior Project Manager

Role purpose

Lead day-to-day delivery oversight for a complex service automation transformation, ensuring the outsourcer delivers and the insurer's internal dependencies, governance, and sign-offs are driven to completion.

Engagement details

• Contract: initial 6 months, however potentiol extension expected to end of year.


• Start: ASAP, ideally February.


• Rate: typically Excellent Market Rates


• IR35: Outside IR35

Location / on-site expectations

• Client locations: London and Horsham


• Expectation: minimum 2 days/week onsite (often London Tue, Horsham Thu as a pattern, but flexible).


• Expenses: the candidate covers travel to London. London Horsham travel may be paid (to be agreed).

Scope context (what you're running)

• 5,500 staff, 2,000 server instances, mainly UK/Europe.


• Outsourced estate shifting from "black box" outsource to a model with heavy automation and better service control.


• ServiceNow is the core thread, but programme also spans observability/monitoring/correlation, incident recovery, asset control, DevOps tooling integration, and user experience monitoring.


• Delivery is primarily via a top-tier Indian outsourcer with a sizable project team.

Key responsibilities

• Own the integrated plan, RAID, governance cadence, and delivery rhythm for the automation workstream.


• Manage the outsourcer to outcomes. Hold them to scope, quality, and milestones on a fixed-price transformation.


• Drive insurer-side enablement activities: technical sign-offs, service design/assurance, forums, and internal dependencies.


• Ensure integration points are designed and delivered across ServiceNow, monitoring/observability, DevOps tooling, and UX monitoring.


• Escalate early and clearly. Maintain pace and decision flow.

Required experience

• 10+ years as a senior project manager delivering technical transformation.


• Strong track record managing outsourcers and getting delivery performance out of them.


• Enough technical awareness to challenge and unblock, without needing to be the architect.


• Comfortable operating with senior infrastructure and service operations stakeholders.

Required knowledge/skills

• ServiceNow programme delivery experience, including how ServiceNow integrates with surrounding tooling.


• Strong governance, stakeholder management, and dependency management.


• Commercial and delivery pragmatism. This is outcome-owned work.

Desirable:

• Delivery of an observability/monitoring programme.


• DevOps automation/tooling exposure (conceptual understanding is valuable).


• Experience with automation-led infrastructure/service ops change.