Project Manager (ServiceNow Transformation)- London

• Lead the full project lifecycle for ServiceNow transformation initiatives, from initiation and planning through to execution, governance, delivery and closure.
• Manage delivery across areas such as ITSM, ITOM, Event Management, Now Assist, Software Asset Management, Hardware Asset Management, cloud workflows, patch management, control tower workflows and wider enterprise workflow transformation.
• Work with process owners, product owners, technical teams, business analysts and SMEs to define current-state processes, future-state requirements and detailed delivery plans.
• Support the migration, standardisation and optimisation of legacy processes onto the strategic ServiceNow platform.
• Identify, define and prioritise high-value ServiceNow use cases that improve incident management, operational visibility, alert correlation, service health monitoring, automation, remediation and user experience.
• Oversee requirements gathering, solution design, configuration activity and delivery planning across relevant ServiceNow modules.
• Manage senior stakeholders across IT Service Management, IT Operations, Infrastructure, Cloud Operations, Risk, Business Units, vendors and other relevant teams.
• Manage relationships and delivery expectations with ServiceNow and third-party vendors where required.
• Proactively identify, manage and escalate risks, issues, dependencies and delivery blockers.
• Develop and support change management plans, communications, training and adoption activity to ensure successful implementation of new processes and capabilities.
• Manage project budgets, resource plans, delivery milestones and reporting requirements.
• Provide clear project status updates, governance materials and senior management reporting.
• Plan and oversee testing activity where required, including UAT, integration testing, performance testing and data validation.
• Ensure transformation activity aligns with internal governance, regulatory, audit and compliance requirements.
• Drive continuous improvement by keeping up to date with ServiceNow platform capabilities, ITSM/ITOM best practice, automation, AI and enterprise workflow trends.

• Strong project management experience delivering complex technology, ServiceNow, IT transformation or platform migration projects in a large enterprise environment.
• Hands-on experience with the ServiceNow platform, ideally across ITSM, ITOM, Event Management, Now Assist, SAM, HAM, cloud workflows, workflow automation or broader enterprise workflow capabilities.
• Good understanding of IT Service Management and IT Operations Management principles, including incident, problem, change, knowledge, service catalogue, event correlation, alert management, service health and operational monitoring.
• Experience leading process transformation, process re-engineering, legacy migration or platform standardisation initiatives.
• Strong stakeholder management skills, with the ability to influence, manage expectations and work effectively with senior technology, operations and business stakeholders.
• Excellent delivery discipline, including planning, governance, RAID management, budgeting, resource management and senior reporting.
• Strong analytical and problem-solving skills, with a structured and data-led approach to delivery.
• Experience supporting change management, communications, training and user adoption for new technology or process changes.
• Familiarity with testing, data migration, integration dependencies and technical delivery governance.
• Financial services experience would be highly beneficial, particularly within a regulated banking environment.
• Relevant certifications such as PMP, PRINCE2, CSM, ITIL or ServiceNow certifications would be desirable.

• Experience with ServiceNow Now Assist or generative AI use cases within ITSM or IT operations.
• Experience with Event Management, alert correlation, automated remediation or service health monitoring.
• Experience with Software Asset Management, Hardware Asset Management, IRM/GRC, cloud workflows, orchestration or Flow Designer.
• Experience migrating legacy ServiceNow processes or custom workflows onto a modern strategic ServiceNow platform.
• Understanding of regulatory, audit and compliance requirements in financial services.

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’. 

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

• Career coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave and work-place pension