Programme Director (ServiceNow, Customer Services)

12 month contract

London / hybrid

Immediate start

We are seeking a senior Programme Director to lead the recovery and delivery of a major ServiceNow rollout across a complex global customer services environment.

This is a high-profile, inflight programme that has experienced delays, cost pressure and shifting expectations. We are looking for a programme leader who can bring control, pace and confidence across Service, IT, local operating companies. You will need to land into a complex environment, establish clear governance and accountability, strengthen business and technology alignment, and keep delivery moving. The role requires someone who can work effectively with senior executives while also engaging local markets in practical co-design and change.

This is not just a technology implementation but a shift in their operating model, ways of working and people capability

We are looking for candidates with:

• Significant ServiceNow customer services implementation experience across the operating model
• Proven programme delivery across multiple countries, markets or operating companies

Strong understanding on how to manage and deliver change

• Experience recovering or stabilising complex, inflight transformation programmes
• Strong credibility across both business operations and IT
• Excellent executive stakeholder management in a politically sensitive environment
• Experience standardising processes in decentralised or acquired businesses
• A pragmatic, pacey and resilient style

This is an opportunity to take on a business-critical transformation and help shape the future customer service model for a major international organisation.

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