Principal – Program & Project Management

Overview

In this role you will lead ServiceNow programs from discovery through ongoing management, ensuring delivery on time, within budget, and to high quality. You work closely with client stakeholders to translate requirements into practical solutions and guide the implementation team. You will drive process design, risk assessment, and governance while advocating for scalable ServiceNow capabilities and organizational change. You’ll stay current on platform developments, maintain artifacts, and position the organization as a ServiceNow leader. This is a customer‑facing, impact‑driven role at scale.

Responsibilities

• Engage with clients to understand current state processes and technology
• Act as trusted advisor and build positive client relationships
• Lead process design and translate requirements to ServiceNow implementation
• Plan requirements gathering and provide best-practice guidance
• Analyze processes and propose scalable, mature solutions
• Perform gap analyses on processes, integrations, and data
• Communicate project status, risks, and issues clearly to clients
• Review and approve business requirements for comprehensive solutions
• Coordinate with Engagement Managers to assess risks, priorities, and timelines
• Create and maintain process documentation following enterprise standards
• Apply standard implementation methodologies and meet client deliverables
• Lead organizational change management and adoption strategies
• Advise on options, risks, and impacts on business processes and culture
• Mentor junior team members during implementations
• Stay current on ServiceNow technologies and enhance workshop materials
• Establish the organization as a ServiceNow ecosystem leader
• Ensure security, scalability, and maintainability of ServiceNow solutions
• Drive quality assurance practices and compliance
• Share technical documentation and reports to promote best practices
• Proactively address client needs and maintain trust-based relationships
• Support scoping of new opportunities when asked

Key requirements

• 15+ years of experience in managing ServiceNow programs and projects
• In-depth experience across ServiceNow product suites (CSDM/CMDB, ITOM, CSM, FSM, SOM, SLO, TNI, SPM)
• Experience with core platform security, performance, and compliance
• Proven track record in managing IT service management (ITSM) applications
• Experience with integrations (REST/SOAP, Integration Hub, Ebonding) and third-party tools
• Strong stakeholder management and client-facing communication skills
• Flexible and independent work style with strong documentation discipline
• Leadership, problem solving, critical thinking and collaboration skills
• Certifications on ServiceNow modules are a plus
• Willingness to work in UK client location

• customer service orientation
• leadership
• problem solving
• ServiceNow core platform
• CSDM and CMDB implementation
• ITOM (Health and Visibility, Discovery, Service Mapping, Event Management)

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