ServiceNow Project Manager - ITSM/ITOM
Posted 7 days ago by Focus on SAP
Negotiable
Undetermined
Hybrid
London Area, United Kingdom
Summary: The ServiceNow Project Manager - ITSM/ITOM role involves leading enterprise-scale ServiceNow transformation initiatives with a focus on AI-powered capabilities in IT Service Management and IT Operations Management. The position requires managing the full project lifecycle, stakeholder engagement, and driving organizational change to enhance operational efficiency. The role is hybrid, requiring three days per week in the office, and is based in London or West Midlands, UK. The contract duration is six months, starting as soon as possible in June or July 2026.
Key Responsibilities:
- Lead the full project lifecycle for ServiceNow transformation initiatives, including planning, governance, delivery execution, risk management, and project closure.
- Manage large-scale ServiceNow programmes across ITSM, ITOM, operational monitoring, and Control Tower capabilities.
- Drive implementation of ServiceNow Now Assist and AI-powered workflows, identifying and prioritising high-value use cases.
- Collaborate with stakeholders to maximise adoption and business value.
- Engage with IT Operations teams, Process Owners, Product teams, Architects, technical delivery teams, and third-party vendors.
- Manage relationships with implementation partners and platform providers.
- Lead governance activities, reporting, and executive updates while proactively identifying and mitigating delivery risks and operational impacts.
- Drive organisational change and user adoption through communication plans, training initiatives, and stakeholder engagement strategies.
- Monitor emerging ServiceNow and AI capabilities, identifying opportunities for process optimisation and operational efficiency improvements.
Key Skills:
- 5+ years’ experience delivering complex IT transformation programmes.
- Strong experience managing ServiceNow implementation programmes and ITSM/ITOM initiatives.
- Deep understanding of ITIL processes and service management frameworks.
- Experience with ServiceNow ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management.
- Strong understanding of generative AI concepts and enterprise AI adoption.
- Change management and stakeholder engagement skills.
- Excellent communication, leadership, and vendor management skills.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Position: ServiceNow Project Manager - ITSM/ITOM
Employment Type: Contract
Start: ASAP (June/July 2026)
Duration: 6 Months
Location: London or West Midlands, UK (Hybrid - 3 days per week office)
Language(s): English
Focus on SAP is a specialist SAP and ERP Recruitment organisation offering both permanent and contract staffing solutions on a global scale.
Client – Partnered with a global leader in digital transformation and IT services, working with some of the world’s biggest brands. Their mission is not only to deliver cutting-edge technology but also to empower organisations to create meaningful impact for the people and communities they serve. For you, this means working on challenging projects that demand innovation, collaboration, and thought leadership.
Role – We are seeking an experienced Project Manager to lead enterprise-scale ServiceNow transformation initiatives, focused on implementing AI-powered capabilities across IT Service Management (ITSM) and IT Operations Management (ITOM). This role will drive the successful adoption of ServiceNow Now Assist, enhancing operational efficiency, automating service workflows, and improving user experience across complex enterprise IT environments.
Key Responsibilities:
- Project Leadership & Delivery
- Lead the full project lifecycle for ServiceNow transformation initiatives, including:
- Planning and governance
- Delivery execution
- Risk management
- Project closure
- Manage large-scale ServiceNow programmes across:
- ITSM
- ITOM
- Operational monitoring and Control Tower capabilities
- AI & ServiceNow Enablement
- Drive implementation of ServiceNow Now Assist and AI-powered workflows
- Identify and prioritise high-value use cases such as:
- Intelligent incident routing
- Automated resolution workflows
- AI-assisted knowledge generation
- Virtual agent enhancements
- Collaborate with stakeholders to maximise adoption and business value
- Stakeholder & Vendor Management
- Engage with:
- IT Operations teams
- Process Owners
- Product teams
- Architects and technical delivery teams
- Third-party vendors
- Manage relationships with implementation partners and platform providers
- Governance, Risk & Change Management
- Lead governance activities, reporting, and executive updates
- Proactively identify and mitigate:
- Delivery risks
- Dependencies
- Operational impacts
- Drive organisational change and user adoption through:
- Communication plans
- Training initiatives
- Stakeholder engagement strategies
- Continuous Improvement
- Monitor emerging ServiceNow and AI capabilities
- Identify opportunities for:
- Process optimisation
- Service automation
- Operational efficiency improvements
Key Skills:
- 5+ years’ experience delivering complex IT transformation programmes
- Strong experience managing:
- ServiceNow implementation programmes
- ITSM / ITOM initiatives
- Deep understanding of:
- ITIL processes and service management frameworks
- Enterprise IT operations and governance
- Experience with:
- ServiceNow ITSM modules
- Incident, Problem, Change, Service Catalog, and Knowledge Management
- Strong understanding of:
- Generative AI concepts and enterprise AI adoption
- Change management and stakeholder engagement
- Excellent communication, leadership, and vendor management skills
If you are interested or would like to know more, please email jonathan.la@focusonsap.org with your CV and availability to speak.
Applicants must be a UK resident and holds a valid right to work status.