Programme Lead - ServiceNow Transformation

Infosys Consulting - Europe; Greater London; On-site; GBP 120,000 - 160,000; Full time

Job summary

Infosys Consulting seeks a Programme Lead to drive large-scale ServiceNow transformation programmes, shaping vision, business cases and delivery across global teams. You will combine deep platform expertise with executive presence to guide clients through change and realise business value.

This senior, client-facing role requires strategic thinking, governance discipline and the ability to manage complex stakeholder landscapes while delivering high-quality outcomes.

Qualifications

• Proven track record of leading large, complex transformation programmes.
• Deep ServiceNow expertise across architecture, design and governance.
• Ability to build trusted relationships with CXO-level stakeholders.

Responsibilities

• Own delivery of complex ServiceNow transformations across multiple workstreams and geographies.
• Define programme strategy, governance, roadmap and delivery approach.
• Lead executive steering committees and report with clarity and credibility.
• Coach and mentor delivery teams across onshore, nearshore and offshore resources.

Skills

ServiceNow

Programme leadership

Client engagement

Stakeholder management

Agile / SAFe

Tools

ServiceNow Platform

REST/SOAP

Discovery

Job description

Programme Lead – ServiceNow Transformation

Technology Transformation practice

About Us

You want to boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients’ most important challenges? We are growing and are looking for people to join our team. You’ll be part of an entrepreneurial, high-growth environment of 300.000 employees. Our dynamic organization allows you to work across functional business pillars, contributing your ideas, experiences, diverse thinking, and a strong mindset. Are you ready?

The Team

Are you ready to shape the future of enterprise digital transformation? Infosys Consulting is building a new, pioneering global management consulting capabilityin the Process Automation and ServiceNow space. We combine world-class ServiceNow technology services with deep consulting expertise to deliver unparalleled value and differentiation for our clients. This isn’t just about implementation; it’s about reinventing possibilities, challenging norms, and driving real business outcomes. If you’re an ambitious consultant with a passion for innovation and client impact, we want you on our team.

The role

We are looking for a Programme Lead to lead large-scale, multi-workstream transformations on the ServiceNow platform. You will be accountable for the end-to-end success of client programmes, from shaping the vision and business case through to delivery, adoption and value realisation.

This is a senior, client-facing leadership role. You will combine deep ServiceNow expertise, both technical and functional, with the commercial acumen and executive presence needed to build trusted relationships at CXO level and guide clients through complex change.

Programme Leadership

• Own the delivery of complex ServiceNow transformation programmes spanning multiple workstreams, geographies and delivery teams
• Define programme strategy, governance, roadmap and delivery approach, ensuring alignment to client business outcomes
• Manage programme financials, including budget, forecasting, margin, risk and change control
• Lead and inspire cross-functional teams of architects, consultants, developers, testers and change specialists, including onshore, nearshore and offshore resources
• Establish robust governance, RAID management and assurance, escalating and resolving issues before they affect delivery

Platform and Solution Leadership

• Provide authoritative guidance on ServiceNow architecture, design and best practice across the platform, including ITSM, ITOM, ITAM/SAM, HRSD, CSM, SecOps/IRM, SPM/ITBM, and Workflow Data Fabric/Now Platform capabilities
• Challenge and quality-assure solution designs, ensuring scalability, maintainability, upgrade-safety and adherence to out-of-the-box principles
• Guide clients on platform strategy, including operating model, platform governance, CMDB and data strategy, integration, and the adoption of AI and automation capabilities such as Now Assist
• Bridge business and technology, translating strategic objectives into functional requirements and technical solutions

Client and Executive Engagement

• Build and sustain trusted, long-term relationships with CIOs, CTOs, COOs, CFOs and other CXO-level stakeholders
• Act as a trusted advisor, shaping client agendas, influencing investment decisions and helping executives articulate and realise the value of their platform investment
• Lead executive steering committees and board-level reporting with clarity, credibility and confidence
• Navigate complex stakeholder landscapes, manage expectations and resolve conflict constructively

Commercial and Business Development

• Support pre-sales and bid activity, including solution shaping, estimation, commercial structuring and orals
• Identify and develop opportunities for account growth, expanding the footprint of ServiceNow across the client’s enterprise
• Contribute to the growth and positioning of the ServiceNow practice, including thought leadership, partner relationships (ServiceNow alliance) and reusable assets

People and Practice

• Coach and mentor programme managers, architects and consultants, building the next generation of delivery leaders
• Champion delivery excellence, quality standards and a culture of continuous improvement

Platform knowledge

• Extensive hands-on and leadership experience delivering ServiceNow programmes, with in-depth functional knowledge across multiple product areas
• Strong technical understanding of the Now Platform, including architecture, scripting and configuration, integrations (REST/SOAP/MID Server/IntegrationHub), CMDB and Discovery, data model, security and upgrade management
• Working knowledge of ServiceNow licensing models, release cadence and roadmap
• Evidence of leading or overseeing delivery using ServiceNow-aligned methodologies and accelerators

Programme and delivery

• Proven track record of leading large, complex, high-value transformation programmes from initiation through to successful go-live and benefits realisation
• Experience with Agile, hybrid and waterfall delivery approaches at scale (e.g. SAFe, Scrum, PRINCE2, PMP)
• Strong command of programme financials, risk management and delivery governance

Client and stakeholder

• Demonstrated experience leading client engagements within a consulting, systems integrator or professional services environment
• Established ability to build credible relationships with CXO and senior executive stakeholders, and to influence at board level
• Exceptional communication, negotiation and presentation skills

Leadership

• Experience leading and developing large, diverse and distributed teams
• Commercial mindset with a track record of contributing to sales, account growth or practice development

Desirable skills

• ServiceNow certifications (e.g. Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect, or Certified Master Architect)
• Programme management certifications (PMP, MSP, PRINCE2 Practitioner, SAFe Program Consultant)
• Experience in a ServiceNow Elite or Premier partner organisation
• Sector experience in [financial services / public sector / healthcare / telecoms / energy, etc.]
• Experience with enterprise transformation involving ERP, cloud migration or operating model redesign alongside ServiceNow
• Experience guiding clients on AI-enabled workflows and platform rationalisation or consolidation

About Infosys Consulting

Be part of a globally renowned management consulting firm on the front-line of industry disruption and at the cutting edge of technology. We work with market leading brands across sectors. Our culture is inclusive and entrepreneurial.Being a mid-size consultancy within the scale of Infosys gives us the global reach to partner with our clients throughout their transformation journey.

Our core values, IC-LIFE, form a common code that helps us move forward. IC-LIFE stands for Inclusion, Equity and Diversity, Client, Leadership, Integrity, Fairness, and Excellence. To learn more about Infosys Consulting and our values, please visit our .

Within Europe, we are recognized as one of the UK’s top firms by the Financial Times and Forbes due to our client innovations, our cultural diversity and dedicated training and career paths. Infosys is on the Germany’s top employers list for 2023. Management Consulting Magazine named us on their list of Best Firms to Work for. Furthermore, Infosys has been recognized by the Top Employers Institute, a global certification company, for its exceptional standards in employee conditions across Europe for five years in a row.