Senior Project Manager – ITSM Implementation

TribeRecruit New Zealand; Auckland; On-site; NZD 120,000 - 180,000; Full time

Job summary

Massey University seeks an experienced Senior Project Manager to lead a major ServiceNow implementation across ITSM and enterprise services. You will guide mobilisation to go-live and BAU, coordinating internal teams and an external partner to modernise service delivery.

The role requires governance, stakeholder management and a track record of managing complex, multi-stakeholder deployments in large organisations. On-site work at Massey University Manawatū campus.

Qualifications

• Significant experience delivering large enterprise systems end-to-end.
• Experience with ServiceNow or ITSM implementations.
• Strong governance, SteerCo and executive reporting capability.
• Experience managing external implementation partners or SI.
• Proven stakeholder management and multidisciplinary team leadership.
• Formal PM qualifications (PMP, PRINCE2) preferred.

Responsibilities

• Lead the ServiceNow implementation from mobilisation through go-live and BAU transition.
• Establish robust governance, reporting and decision making frameworks.
• Manage the implementation partner and key vendor relationships.
• Own delivery plans, dependencies, budget, risks and milestones.
• Coordinate configuration, integrations, testing, cutover and readiness.
• Standardise service management processes across business units.
• Manage senior stakeholders and ensure benefits realisation.
• Ensure service continuity during the transition.

Skills

ServiceNow

ITSM

Stakeholder mgmt

Project governance

Change management

Vendor management

Team leadership

Cross-functional lead

Education

PMP

PRINCE2

Job description

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About the Opportunity

This is a significant opportunity for an experienced Senior Project Manager to lead the implementation of ServiceNow as a strategic enterprise service management platform within one of New Zealand’s largest tertiary institutions.

With funding approved and platform procurement nearing completion, you’ll step in at the point where delivery begins. Leading the implementation from mobilisation through configuration, integration, testing, change, go-live and transition into operational support.

This is much more than a technology replacement project. The programme will modernise how services are delivered across the organisation, initially replacing the existing ITSM platform and establishing new capabilities across Incident, Request, Knowledge, Service Catalogue, Change, Problem, CMDB and Asset Management.

Over time, the platform will support broader Enterprise Service Management across functions including HR, Finance and student-facing services.

You’ll take overall responsibility for delivering a complex, organisation-wide implementation involving internal technology teams, business stakeholders and an external implementation partner.

You’ll lead a multidisciplinary project team including Business Analysts, Change Managers, Test Managers, Technical Leads and subject matter experts, while working closely with executive sponsors and formal governance boards.

Key responsibilities will include:

• Leading the ServiceNow implementation from mobilisation through to go live and BAU transition
• Establishing strong project governance, reporting and decision making frameworks
• Managing the implementation partner and key vendor relationships
• Owning delivery plans, dependencies, budget, risks and critical milestones
• Coordinating configuration, integrations, testing, cutover and operational readiness
• Working across multiple business units to standardise service management processes
• Managing senior stakeholders with differing priorities and requirements
• Leading organisational readiness, adoption and benefits realisation
• Ensuring service continuity and minimal disruption throughout the transition

What We’re Looking For

We’re looking for a highly experienced Senior Project Manager who has successfully delivered complex enterprise technology implementations within large, multi-stakeholder environments.

Ideally, you’ll bring:

• Significant experience delivering large enterprise system or SaaS implementations end to end
• Previous ServiceNow or ITSM platform implementation experience
• Strong understanding of service management environments and enterprise transformation
• Experience managing external implementation partners or systems integrators
• Excellent governance, SteerCo and executive level reporting capability
• Strong stakeholder management and facilitation skills
• Experience leading multidisciplinary project teams
• Proven management of integrations, testing, cutover and transition to BAU
• Strong change management and user adoption awareness
• Formal project management qualifications such as PMP, PRINCE2 or equivalent

Experience within tertiary education, government, health, financial services, utilities or another complex enterprise environment would be highly regarded.

What’s on Offer?

This is an opportunity to lead a project with genuine organisational impact.

You won’t be joining to maintain an existing programme or manage a small technology upgrade. You’ll be responsible for establishing a major new enterprise platform that will influence how services are delivered across the organisation for years to come.

The project has executive sponsorship, approved funding and a clear implementation mandate. You’ll also be joining at an ideal point, with procurement nearing completion and the implementation phase about to begin.

For a Senior Project Manager with ServiceNow, ITSM or major enterprise platform experience, this is the chance to take genuine ownership of a highly visible transformation from mobilisation through to successful delivery.

The role is a 9-month full time engagement and requires regular on-site presence at the Massey University Manawatū campus, with specific on-site days agreed with the successful candidate.

Next Steps?

To keep things simple, we ask that all applications are submitted through this advert. We’ll review applications as they come in and be in touch.

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.