Location: Remote, with occasional on-site presence as required
Engagement: Contract / Consulting ( Potential for Permanent)
Term: Initial 6 months, full-time preferred, with potential extension
The Opportunity
Virtource is seeking an exceptional Platform Programme Manager / Product & Service Delivery Model Lead to lead the next phase of a global service-management platform transformation.
This is not a traditional Project Manager role.
We need a senior delivery leader who combines:
Programme Leadership + Agile/Kanban + Enterprise Platforms + Solution Architecture + Service Delivery Model Design + AI
The platform is the customer-facing workflow, case-management and orchestration layer across complex global services including Payroll, EOR, Legal Entity Management, Accounting & Tax and HR Administration.
The successful candidate must understand both how the service should operate and how the technology platform should enable it.
What You Will Lead
- End-to-end platform programme delivery across Product, Technology, Operations and Service Delivery.
- Agile/Kanban delivery, backlog prioritisation, sprint/release planning and delivery flow.
- Platform roadmap, governance, RAID, dependencies and executive reporting.
- Service design across case management, workflow, routing, ownership, escalation, SLA/OLA and reporting.
- Translation of business and customer journeys into platform features and architecture requirements.
- Integration across internal teams, technology platforms, vendors and local service providers.
- Testing, release readiness, adoption and transition into BAU.
- AI-enabled service improvements including intelligent routing, self-service, knowledge, automation and decision support.
Tiered Service Delivery Model
A core part of the role is designing and enabling a modern Tiered Service Delivery Model:
- Tier 0: Self-service, portal, knowledge, AI and automation
- Tier 1: Service operations, triage and standard case resolution
- Tier 2: Specialist services such as Payroll, EOR, Tax, Accounting and HR
- Tier 3: Expert teams, technology teams, specialist vendors and local providers
The role must translate this model into:
workflows → case types → routing → ownership → SLAs → escalations → automation → controls → reporting
What We Are Looking For
Essential
- 10+ years in senior programme, platform, product or digital transformation roles.
- Proven leadership of complex enterprise platform transformation or development programmes.
- Strong experience with ServiceNow or comparable service-management / workflow platforms.
- Strong Agile and Kanban delivery experience.
- Experience managing product backlogs, releases and cross-functional technology delivery.
- Strong understanding of enterprise solution architecture and systems integration.
- Experience designing or transforming Service Delivery Models / Operating Models.
- Strong understanding of workflow, case management, routing, service management and customer portals.
- Ability to challenge Product, Engineering, Solution Architecture and vendor teams.
- Strong executive stakeholder-management capability.
Highly Desirable
- ServiceNow CSM, ITSM, HRSD or Enterprise Service Management
- Salesforce Service Cloud or comparable enterprise platforms
- ITIL / IT Service Management
- SAFe / enterprise Agile
- SaaS / PaaS platform delivery
- API / integration-heavy environments
- Global Shared Services, BPO or Managed Services
- Payroll, HR, EOR or Global Workforce Services
- Multi-provider / aggregator operating models
AI Capability: Virtource operates an AI-enabled delivery model.
The successful candidate must be comfortable using approved AI tools to improve:
- programme intelligence;
- backlog and delivery analysis;
- RAID and dependency management;
- service-design analysis;
- executive reporting;
- requirements synthesis;
- knowledge retrieval; and
- decision support.
They should also understand how AI can improve service delivery through:
- intelligent case routing;
- self-service;
- virtual agents;
- knowledge assistance;
- workflow automation;
- case summarisation; and
- predictive service management.
AI expertise is not required, but practical AI fluency and responsible use are essential.
About Virtource - Virtource – Expertise that delivers.
Virtource is an AI-enabled Global Business Services partner combining experienced professionals with the Virtource Intelligence Layer™ – human expertise augmented by AI copilots, agents, workflows and organisational knowledge.
Ideal Candidate
The ideal candidate sits comfortably at the intersection of:
Business + Product + Technology + Architecture + Service Design + Delivery
They will have previously led enterprise platform transformations such as ServiceNow, Salesforce Service Cloud or similar, understand modern tiered service delivery models, and be strong enough technically to challenge architects and engineers while still driving programme outcomes.
- We are looking for a technically credible, product-minded, Agile senior programme leader — not a generic Project Manager.