ITSM Transformation - Senior Project Manager

United States Digital Space LLC; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Open is seeking an experienced programme delivery leader to drive the Service Management re-platform in the UK. You will coordinate cross-functional teams, manage governance, and partner with external vendors to deliver on time and within scope.

The role requires strong risk management, a data-driven approach, and the ability to align technology with business strategy across multiple markets. You will establish robust governance, track progress, and report to senior leadership while ensuring

Qualifications

• Extensive SDLC experience leading complex enterprise migrations.
• Proven ability to manage multiple tracks across the full lifecycle.
• Experience coordinating global vendors and internal teams.

Responsibilities

• Lead end-to-end delivery planning for platform programmes.
• Define and maintain integrated project plans with milestones.
• Coordinate cross-functional workstreams including architecture and data migration.
• Drive governance, reporting and RAID management.
• Oversee adoption, training, and change communications.

Skills

SDLC Experience

Service Management

Global Stakeholder Management

Adaptable Leadership

Relationship Building

Delivery Management

Governance & Quality

Data-Driven Storytelling

Communication Skills

Requirements Analysis

Tools

ServiceNow

Kyndryl

Job description

the company is the trusted growth partner for the world’s leading brands.We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, the company Open, to help our clients navigate change, capture opportunity and deliver transformational growth.We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.For more information, visit the company.com.

This role is responsible for leading the end-to-end delivery of the company’s Service Management re-platform programme, replacing the current platform with a modern, AI-enabled service management capability.

You will be accountable for the planning, coordination, governance, and execution of a large-scale platform transformation, ensuring all workstreams are delivered in a controlled, structured, andtimelymanner.

Working under the Director of Service Delivery, you will coordinate cross-functional teams and strategic implementation partners, driving delivery across technology, process, data, integrations, and organisational change while ensuring alignment to scope, timelines, budget, and business outcomes.

This role requires a highly experienced programme delivery leader who canestablishstrong governance, manage complex dependencies, mitigate risk, and successfully deliver one of the company’s most significant Service Management transformation programmes.

What you'll be doing:Programme & Project Delivery

• Lead the end-to-end delivery plan for the Service Management Platformprogramme.

• Define, construct, andmaintaindetailed, integrated project plans,identifyingcritical paths, key milestones, and cross-functional dependencies.

• Ensure all delivery activities align perfectly with the agreed scope, budgets, timelines, and priorities defined by leadership.

• Successfully coordinate multiple concurrent workstreams, including platform architectural rebuilds, data migration, global configuration, and multi-market rollouts.

Execution Management

• Drive a high-performance culture of execution discipline and accountability across all hybrid and cross-functional delivery teams.

• Proactively track workstream progress,pre-emptivelyidentifydelivery roadblocks, and swiftly resolve blockers.

• Establish clear ownership and definition of “Done” across all technical and operational project tasks.

• Maintain tight change-control management over project scope to prevent scope creep whileremainingagile.

Partner & Vendor Coordination

• Act as the primary operational integration point with key strategic partners, including Kyndryl and ServiceNow.

• Align external delivery methodologies and delivery schedules with the company's internal technical teams and business targets.

• Strictly track partner deliverables, ensuring contractual and execution commitments are met.

• Establish clear pathways for early escalation of partner-related risks, gaps, or dependencies.

Governance & Reporting

• Design, implement, and lead robust programme governance structures, including Steering Committees, weekly delivery forums, and peer reviews.

• Synthesise complex data to provide transparent, clear, and highly professional reporting on project progress, risks, issues, and dependencies.

• Own and actively manage the programme RAID log, ensuring risk mitigation plans are executed.

• Deliver structured, data-driven, and polished executive-ready updates for senior leadership.

Planning, Adoption, and Rollout

• Orchestrate integrated sequencing plans across all workstreams to prepare the business for successful transition-to-service.

• Coordinate deployment readiness activities including extensive User Acceptance Testing, training alignment, and change communication campaigns.

• Monitor business readiness metrics and platform adoption progress, escalating risks that couldimpactsuccessful business-as-usual transition.

What you'll need:

• Extensive SDLC Experience:Proven experience leading strategic,highly complexenterprise technology migrations or platform implementations across the entire Software Development Life Cycle, witha track recordof managing multiple project tracks simultaneously.

• ServiceManagement PlatformExpertise:Direct experience managing ServiceManagementtransformations,platform resets, or large IT Service Management / IT Operations Management platform rollouts is highly desired.

• Global Stakeholder Management:A proven background coordinating and mobilising cross-functional, globally dispersed internal teams and major global external vendors such as Kyndryl and ServiceNow.

• Adaptable Leadership:Highly resilient and quick to learn; able to reshape, reconfigure, and realign delivery solutions to meet changing priorities and challenging deadlines without compromising on delivery quality.

• Relationship & Consensus Builder:Exceptional ability to work inclusively,establishinstant credibility, solve conflicts, build consensus, and drive delivery alignment across competing business units.

• Value-Oriented Self-Starter:Impeccable organisational and time management skills, prioritising activities that deliver the highest business value and outcomes.

• Critical & Commercial Thinker:A strategic thinker who seamlessly blends technical, operational, and commercial insights into decision-making while challenging the status quo to optimise delivery.

• Data-Driven Storyteller:Outstanding capability to translate metrics and project data into a compelling case for change, highlighting business outcomes and realised value.

• Brilliant Communication Skills:Exceptional communication abilities, with the skill to translatehighly complex, technical ServiceNow architecture concepts into succinct, clear, and impactful messages for non-technical business leaders.

• Requirements Analysis:Strong functional analysis skills with the capability to capture, deconstruct, and prioritise well-formed business and technical requirements.

**Who you are:You're open*:* **We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

**You're optimistic*:*** We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary:

we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:Passionate, inspired people

- We aim to create a culture in which people can do extraordinary work.

Scale and opportunity

- We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work

- Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Hybrid

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.the company is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.Please read our Privacy Notice (https://www.the company.com/en/careers/the company-privacy-policy-for-recruitment) for more information on how we process the information you provide.