Overview
The Project Manager will play a pivotal role in a major separation programme, focused on establishing a standalone service desk capability as part of a broader transformation initiative. This position requires collaboration across multiple teams, particularly with infrastructure, applications, and data migration, to ensure operational readiness ahead of critical milestones. The ideal candidate will leverage their expertise in IT Service Management (ITSM) and ServiceNow to implement processes and frameworks that will shape the future service desk operating model for the organization.
Responsibilities
- Lead the implementation of a standalone service desk function as part of a separation programme.
- Manage the deployment of ServiceNow, primarily out of the box, with some necessary integrations.
- Coordinate requirements gathering from global stakeholders and contribute to shaping the future service desk model.
- Support the design of ITSM processes and service structures for the new operating model.
- Define and implement SLA frameworks and service support processes.
- Collaborate with technical and operational teams to ensure smooth handover of operational tasks.
- Engage with senior stakeholders across multiple regions to facilitate service transition planning.
- Lead planning efforts for service readiness and long-term operational support.
Requirements
- Proven experience as a Project Manager in ITSM or service desk-related programmes.
- Significant experience with ServiceNow implementations in complex enterprise settings.
- Deep understanding of service desk operating models, SLA design, and ITSM processes.
- Strong stakeholder management capabilities with the ability to engage across technical and operational teams.
- Ability to thrive in fast-paced, high-pressure environments with fixed delivery timelines.
- Experience with separation, carve-out, or large transformation programmes is highly desirable.
- Strong interpersonal skills to build quick relationships in an informal, demanding workplace.