Project Manager – ServiceNow Order-to-Fulfilment Programme
Location: Shoreham, UK (hybrid) (1-2 days in office)
Experience: 5+ years
Contract: 9-month contract, Full-time
Start Date: Immediate availability preferred
About the Role
We are seeking an experienced Project Manager to join our Order-to-Fulfilment (O2F) transformation programme, reporting to the Programme Lead. This hands-on delivery role is critical for ensuring successful ServiceNow implementation across our telecommunications & IT order management landscape, with Phase 1 go-live targeted for February 2026. You will work within our Core Team structure alongside Process & Data Lead, Business Analysts, Application Leads, Scrum Master, and Training Lead, maintaining delivery momentum across multiple workstreams.
Key Responsibilities
Timeline & Delivery Management
- Own end-to-end programme timeline across four phases
- Manage critical path dependencies
- Track progress against go-live dates, flag slippage risks proactively
- Coordinate delivery with external vendors and suppliers
Communication Management
- Execute stakeholder communication strategy across programme touchpoints
- Facilitate Leadership Team SteerCo meetings with Programme Sponsor and DSP
Business Benefit Tracking
- Own benefits realisation tracking – monitor progress and report on delivery vs. business case
RAID Management
- Establish comprehensive RAID register with proactive risk mitigation
- Track dependencies across complex integration landscape
- Escalate blockers with proposed solutions and impact assessment
Stakeholder Management
- Build & manage stakeholder map
- Facilitate decision-making with Focus Group operational teams
- Coordinate with Engineering and Service Delivery senior leadership and teams – network of “change champions”
- Navigate stakeholder concerns
Team Coordination
- Collaborate with the Program Lead on programme management & plan
- Collaborate with Process & Data Lead on O2F process and data flow
- Support BA team in managing development lifecycle and stakeholder engagement
- Coordinate with App Leads on application development timelines & testing
- Partner with Scrum Master on sprint planning and velocity tracking
- Align with Training Lead on training schedule and go-live readiness
- Coordinate hypercare process
About you
- Natural relationship builder who establishes trust quickly and brings people together around shared goals
- Proactive self-starter who anticipates challenges before they arise and creates momentum rather than waiting for direction
- Constructive debater, with the skill to drive teams toward consensus
- Highly organised and efficient operator- maintaining clarity across multiple workstreams, and delivering high-quality outcomes to ensure the programme milestones are delivered on time
- High performer who has excelled in previous PM roles (ideally supported by references from previous programmes delivered)
Essential Requirements
- 2 - 5 years in technology transformation or systems implementation
- Proven high performance on and delivery of 2+ complex, multi-workstream programmes
- Strong track record managing timelines, budgets, stakeholder expectations
- Experience with agile/hybrid delivery models and sprint-based governance
Preferred requirements:
- ServiceNow implementation experience
- Experience with systems integration
- Experience in telecommunications or IT managed services
- Understanding of order-to-fulfilment or lead-to-cash value chains
- PMP, PRINCE2, or Agile certification | Jira/ServiceNow/MS Project tooling experience
- Success managing programmes with £1M+ investment
What We Offer
- Opportunity to lead transformational change in a growing organisation
- Work with cutting-edge ServiceNow technology
- Collaborative, innovative work environment
- Flexible working arrangements
Reporting Structure
Reports to Programme Lead working within Core Team alongside:
First 30 Days – Critical Success Factors
- Establish comprehensive workstream management tooling in-line with programme plan
- Implement robust RAID management
- Build relationships across Core Team and key stakeholders (DSP, Programme Sponsor, Focus Group leads)
- Create stakeholder communication cadence ensuring programme status transparency
