Overview
In this role as a ServiceNow Program Manager, you will lead a focused initiative to enhance and stabilize a ServiceNow platform within a prominent retail business. Collaborating with various stakeholders, you will drive the delivery of improvements, ensuring the platform meets business needs and operates efficiently. Your leadership will be crucial in moving the organization from reactive responses to a structured, outcome-driven approach for delivering value.
Responsibilities
- Lead the overall ServiceNow program across multiple workstreams.
- Own delivery governance, roadmap, and prioritization of improvements.
- Drive alignment between business needs, technical delivery, and platform capability.
- Oversee development teams ensuring quality, consistency, and pace of delivery.
- Implement stronger operating models, standards, and controls across the platform.
- Shift the environment from reactive change to structured, outcome-led delivery.
- Engage senior stakeholders to drive adoption and unlock value from the platform.
Requirements
- Proven experience leading ServiceNow programs or large scale platform transformations.
- Strong understanding of ITSM and wider ServiceNow capability landscape.
- Background in delivering SOW-led or consultancy engagements with clear outcomes.
- Ability to bring structure, governance, and clarity into underperforming environments.
- Experience leading cross-functional teams including developers, SMEs, and vendors.
- Confident stakeholder operator, able to influence at senior level.