Senior Project Manager - ITSM Transformation

We are seeking a highly skilled Senior Project Manager with ITSM experience on a fixed term basis.  This role is to lead the delivery of a critical internal change project that will implementing workflow automation and orchestration capabilities within our ServiceNow platform. The project will deliver significant operational efficiencies and business benefits for our IT Managed Services organisation. The successful candidate will demonstrate expertise in IT Service Management (ITSM), ITIL processes, and the strategic use of automation to drive value. They will also excel in planning, benefits realisation, and stakeholder communication.  This is a highly visible role at the heart of our Transformation Agenda.

Project Leadership and Delivery

• Manage the end-to-end delivery of the ServiceNow roadmap projects, ensuring alignment with organisational objectives and timelines.
• Develop and maintain detailed project plans, ensuring milestones continuously align with the expected benefits and timing of benefit realisation.
• Identify project risks, issues, and dependencies, implementing mitigation strategies as needed.

Benefits Management

• Create and maintain clear, compelling business cases that demonstrate return on investment expectations from Service Now system change
• Conduct analysis to validate benefits and ensure the project delivers measurable operational and business improvements.
• Collaborate with stakeholders to identify and document project benefits, mapping them to business outcomes and deliverables.
• Track and report on benefit realisation throughout the project lifecycle, ensuring alignment with the business case.

Stakeholder Management and Communication

• Run internal Project Board meetings with senior leadership, providing clear updates and articulating support requirements.
• Act as the primary point of contact for all project-related activities, ensuring alignment across departments and teams.
• Communicate complex ideas clearly to technical and non-technical audiences.

 Process and Automation 

• Demonstrate a strong understanding of ITSM and ITIL processes, identifying areas where automation can unlock efficiencies.
• Collaborate with technical teams to ensure the solution aligns with organisational needs and best practices.

• Proven experience managing large-scale IT change projects, preferably within IT Managed Services.
• Familiarity with the ServiceNow platform and its automation and orchestration capabilities.
• Strong understanding of ITSM, ITIL processes, and workflow automation.
• Experience running senior-level Project Boards and working with leadership teams.
• Demonstratable ability to create and write clear, concise business cases.
• Experience in benefits identification, mapping benefits to outcomes, and aligning project deliverables to these outcomes.
• Proficiency in project planning, risk management, and benefit realisation tracking.
• Exceptional communication skills, with the ability to influence and engage senior stakeholders.
• Strategic thinking with a focus on outcomes and benefits realization.
• Ability to manage complex projects with multiple stakeholders and competing priorities.
• Strong analytical and problem-solving skills.
• High degree of self-motivation and a results-oriented approach.
• Certification in project management methodologies (e.g., PRINCE2, PMP, or Agile).

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger