ServiceNow Delivery Director Full Time NEW

Job Title – Portfolio/ Program Manager/Delivery Director – ServiceNow (Telco Transformation Program)

Work Location – London – Weekly 3 Days Work from Office

1 year Employment Contract

Experience –

18+ years of overall IT experience with 10+ years in program / delivery leadership roles managing large enterprise transformation programs.

Job Summary

We are looking for an experienced Portfolio/ Program Manager/Delivery Director – with ServiceNow and or Remedy service assurance to lead and manage a large-scale ServiceNow transformation program for a Telecom client. The role involves overseeing multiple workstreams, managing multi-vendor delivery teams, and ensuring successful program execution using Scaled Agile methodologies (SAFe / Agile at scale).

The Program Manager will be responsible for strategic planning, governance, delivery management, stakeholder engagement, financial management, and risk mitigation while ensuring alignment with business objectives and technology roadmaps.

Key Responsibilities

Program Leadership

• Lead end-to-end delivery of a large ServiceNow transformation program for telecom operations.
• Manage multiple workstreams including ITSM, ITOM, CMDB, TSOM, TSM, CSM, and integrations.
• Drive program execution aligned with business transformation goals.
• Establish and maintain program governance frameworks.

Scaled Agile Delivery Management

• Lead program execution using Scaled Agile frameworks (SAFe / Large Scale Agile).
• Coordinate across multiple Agile Release Trains (ARTs) and Scrum teams.
• Facilitate:
• Program Increment (PI) Planning
• Sprint Reviews
• Release Planning
• Retrospectives
• Ensure cross-team dependencies are managed effectively.

Multi-Vendor Management

• Manage delivery across multiple vendors, system integrators, and internal teams.
• Ensure alignment across vendors on:
• Delivery timelines
• Quality standards
• Architecture guidelines
• Resolve vendor conflicts and manage collaboration frameworks.

Stakeholder Management

• Act as the primary interface between business leadership, IT leadership, and vendor teams.
• Provide regular program updates to executive stakeholders.
• Manage stakeholder expectations and drive alignment on priorities.

Financial & Commercial Management

• Manage program budgets, cost tracking, and financial forecasting.
• Ensure program delivery within approved budgets and contractual agreements.
• Track vendor deliverables, milestones, and payment milestones.

Risk & Dependency Management

• Identify and mitigate program-level risks and issues.
• Manage cross-workstream dependencies.
• Establish proactive risk management frameworks.

Governance & Reporting

• Establish strong program governance models including:
• Steering Committee meetings
• Program management office (PMO) reporting
• Delivery dashboards
• Track KPIs such as:
• Delivery milestones
• Velocity and throughput
• Program risks
• Budget utilization.

ServiceNow Program Oversight

Provide leadership for ServiceNow platform initiatives including:

• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• Configuration Management Database (CMDB)
• Telecom Service Operations Management (TSOM)
• Telecom Service Management (TSM)
• Customer Service Management (CSM)

Ensure alignment with enterprise architecture and telecom operational processes.