Project Manager at Burns Sheehan, London Area, £600-£625 per day

Project Manager | ITSM, ServiceNow, Separation Programme | £600-£625/day | Outside IR35 - 12 month contract

A business going through a major separation programme is looking for a Project Manager to help deliver a standalone service desk capability as part of a wider transformation.

This is not a generic project management role. The business needs someone who can lead the implementation of ServiceNow, help shape the future service desk operating model, and bring structure to the way support services, SLAs and processes will work in the new standalone environment.

The role will sit across multiple workstreams and work closely with infrastructure, applications and data migration teams to make sure the service desk is fully operational ahead of separation milestones.

Service Desk Project Manager | Key responsibilities

• Lead the setup and delivery of a standalone service desk function as part of a wider separation programme
• Manage the implementation of ServiceNow, which will be deployed largely out of the box, with some integration work required
• Coordinate requirements gathering across global stakeholders and help shape the future state service desk model
• Support the design of ITSM processes, service structures and ways of working for the new organisation
• Help define and implement SLA frameworks and service support processes
• Work closely with infrastructure, application and data migration project managers to ensure smooth operational handover
• Engage with senior stakeholders across the UK and US, including service desk leadership
• Support planning around service transition, readiness and longer term operational support

Service Desk Project Manager | Requirements

• Strong experience as a Project Manager delivering ITSM or service desk related programmes
• Good experience with ServiceNow implementations, ideally in complex enterprise environments
• Strong understanding of service desk operating models, SLA design and ITSM process design
• Able to work across technical and operational teams, with strong stakeholder management skills
• Comfortable working in a fast-paced, high-pressure programme environment with fixed delivery timelines
• Experience in separation, carve-out, transition or large transformation programmes would be highly beneficial
• Strong personality and cultural fit — someone able to build relationships quickly and work well in an informal but demanding environment

Service Desk Project Manager | Why this role is interesting

• Opportunity to play a key role in a major separation programme
• Chance to own a critical service transition workstream in a business-critical environment
• Broader than a standard ServiceNow rollout — this role also covers operating model, process design and service readiness
• High visibility role working across multiple teams and senior stakeholders
• Mostly remote with flexibility, plus a long initial contract

If you are a Service Desk Project Manager, ITSM Project Manager or ServiceNow Project Manager with experience in complex transformation environments, please get in touch.

Project Manager | ITSM, ServiceNow, Separation Programme | £600-£625/day | Outside IR35 - 12 month contract