Head of PMO in City of London

Job description

As the Head of PMO for ServiceNow in UK&I, you will lead the strategic planning, execution, and governance of a portfolio of technology and transformation projects. You’ll be responsible for establishing and scaling PMO capabilities, ensuring alignment with business goals, and driving operational excellence across the organization. The position combines strong leadership, program management expertise, and deep understanding of the ServiceNow ecosystem.

Key Responsibilities

Strategic Leadership & Governance

• Develop and maintain the PMO vision, strategy, and operating model for ServiceNow programs.
• Maintain and enhance governance frameworks, delivery standards, and best practices for project execution.
• Partner with executives and stakeholders to align the ServiceNow roadmap with business objectives.
• Monitor portfolio performance and provide data-driven insights to support strategic decisions
• Integrate with the global ServiceNow practice PMO to maximise efficiency of people, processes and technologies

Portfolio & Program Management

• Oversee a portfolio of ServiceNow programs across ITSM, ITOM, HRSD, CSM, and other modules.
• Ensure projects are delivered on time, within scope, and on budget while meeting quality standards.
• Prioritize and sequence initiatives based on business value, risk, and dependencies.
• Lead resource capacity planning across ServiceNow delivery teams.
• Implement best-in-class project and portfolio management methodologies, tools, and metrics

Operational Excellence

• Implement standardized project management methodologies (e.g., Agile, Hybrid, Waterfall) as appropriate.
• Drive continuous improvement in project delivery, reporting, and stakeholder engagement.
• Define and track KPIs, SLAs, and OKRs for ServiceNow projects and PMO operations.
• Establish a ServiceNow-specific change control process to manage releases and upgrades. Track and report on project performance, resource utilization, and business impact.
• Drive continuous improvement through data-driven insights and feedback loops.

Team Leadership

• Build, mentor, and lead a high-performing PMO team of project managers, business analysts, and coordinators.
• Foster a culture of collaboration, accountability, and customer focus.
• Provide career development guidance and training for PMO team members.

Stakeholder Management

• Act as the primary escalation point for ServiceNow program issues and risks, internally and externally.
• Maintain strong relationships with internal stakeholders, external vendors, and ServiceNow partners.
• Collaborate with the Service now BU’s in our regional countries to share best practices
• Communicate program status, risks, and achievements to C-level leadership.

Qualifications & Experience

Required:

• 10+ years of project/program management experience, with at least 5 years in a PMO leadership role.
• Proven track record of managing large-scale technology projects or transformations.
• Knowledge of ServiceNow platform capabilities and deployment methodologies.
• Experience with portfolio management tools (e.g., ServiceNow PPM, Clarity, Jira, etc.).
• Expertise in governance frameworks (PMI, PRINCE2, ITIL, Agile/Scrum).

Preferred:

• ServiceNow certifications (e.g., Certified System Administrator, Implementation Specialist).
• PMP, PgMP, or SAFe certifications.
• Experience managing multi-million-dollar budgets and vendor contracts.

Skills & Competencies

• Strategic thinking and business acumen.
• Excellent leadership, coaching, and people management skills.
• Strong communication and presentation abilities for executive audiences.
• High adaptability and resilience in fast-paced environments.
• Analytical mindset with data-driven decision-making capabilities.

Key Metrics for Success

• On-time, on-budget delivery of ServiceNow initiatives.
• Increased adoption and business value from ServiceNow solutions.
• Improved project governance and stakeholder satisfaction.
• Reduction in delivery risks and project overruns.

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Part-time jobs

Published at

01-09-2025

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English