Senior Project Manager

Role Overview The ServiceNow Platform Owner is a leadership role accountable for the strategic direction, governance, and value realisation of the ServiceNow platform(s) across multiple clients and instances. Operating at the intersection of business strategy and technology delivery, the role ensures that platform capabilities are aligned to our and the clients objectives, industry best practice, and the ServiceNow roadmap. This role provides clear leadership across multi-disciplinary teams, driving consistency, efficiency, and innovation across a complex, multi-instance environment. The Platform Owner is responsible for evolving platform strategy, operating models, and governance frameworks to maximise business outcomes while maintaining robust control, compliance, and service quality. The role carries the authority to make platform-level decisions, operating within agreed client governance structures and ensuring alignment with broader enterprise and ICT strategies. Key Responsibilities Platform Strategy and Value Realisation • Define, own and evolve the ServiceNow platform strategy across multiple clients and instances, ensuring alignment to business priorities and transformation objectives • Identify and drive new opportunities to maximise platform value, extending adoption across additional use cases, workflows, and business areas • Articulate a clear platform vision, demonstrating measurable business value, ROI, and outcome-based delivery • Maintain alignment to the ServiceNow product roadmap, ensuring proactive adoption of new capabilities where beneficial Leadership and Stakeholder Management • Lead and inspire cross-functional ServiceNow teams, including architecture, development, support, and delivery functions • Build strong relationships with internal & client stakeholders, acting as the trusted advisor for platform strategy and direction • Ensure effective collaboration between business, technical and operational stakeholders across multiple client environments • Drive decision-making forums to ensure alignment with strategic priorities and governance policies Platform Governance and Operating Model • Establish and continuously improve platform governance frameworks across all instances, ensuring consistency, control, and compliance • Define and evolve operating models that support scalable, multi-client delivery while balancing standardisation and client-specific needs • Ensure governance integrates effectively with wider ICT and enterprise governance frameworks • Oversee demand management, prioritisation, and roadmap planning processes across clients Service Ownership and Continuous Improvement • Maintain overall ownership and oversight of all ServiceNow instances, ensuring service stability, performance, and continuous improvement • Drive standardisation and reuse across instances where appropriate to improve efficiency and reduce technical debt • Lead service improvement initiatives based on performance data, user feedback, and emerging business needs • Ensure alignment to best practices Risk, Escalation and Assurance • Own and manage platform-level risks, issues, and escalations, ensuring timely resolution and clear communication • Provide oversight of application and service escalations across all supported environments • Ensure compliance with security, audit, and regulatory requirements, particularly in complex or regulated sectors • Support assurance activities, including internal and external audits Financial and Commercial Accountability • Support financial governance of the platform, including cost optimisation, forecasting, and value tracking across multiple clients • Ensure commercial alignment between platform delivery, contractual obligations, and client expectations • Contribute to business development by identifying growth opportunities within existing accounts Skills and Experience • Proven experience in a senior leadership role (e.g. Platform Owner, Product Owner) • Strong understanding of ServiceNow platform architecture, modules (e.g. ITSM, CSM, HRSD, ITOM), and multi-instance strategies • Demonstrable experience managing complex, multi-client and domain serpated environments • Strong governance, operating model, and service management expertise • Experience aligning technology platforms to business strategy and delivering measurable outcomes • Excellent stakeholder engagement skills, with the ability to operate at senior level • Strong understanding of risk, compliance, and assurance in enterprise and/or public sector environments