ServiceNow Transition Manager

3 weeks ago


London, UK, United Kingdom RP International Full time

Servicenow Transition Manager

Location: London - Westminster 2-3 days onsite

Contract: Immediate start running until the end of the year + extensions


Must hold active SC Clearance


Key Responsibilities

  • Project Transition Management
  • Lead the transition of ServiceNow projects, ensuring all aspects are delivered successfully and on time.
  • Act as the primary liaison between the IT Services and its internal customers, facilitating effective communication and service delivery.

Customer Service Excellence

  • Ensure a high level of customer satisfaction through effective management of customer interactions and service requests.
  • Monitor customer satisfaction ratings and develop action plans to address feedback and improve service levels.
  • Support supervisors and managers of the IT Services Customer Services Operations team in operational, project, and control activities.
  • Assist in implementing, reviewing, and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Process Improvement

  • Drive the efficiency and effectiveness of ITIL processes and promote continuous service improvement.
  • Conduct reporting and trend analysis activities to identify areas for improvement and implement necessary changes.

Change Management and Readiness

  • Participate in operational readiness and change management activities for new and existing products and services, including test coordination.
  • Ensure readiness for the launch of new services, including documentation and training as required.

Request Management

  • Contribute to request management activities and provide feedback to project and operations teams to enhance service delivery.

Qualifications and Experience

  • Mandatory Requirements:
  • Security Clearance (SC): Must be SC cleared and eligible to work in the UK.
  • ServiceNow Expertise: Extensive experience in managing and transitioning ServiceNow projects.
  • Customer-Facing Role Experience: Demonstrated experience in a customer-facing role, providing high levels of customer service.

Technical Skills and Competencies

  • Coordination and Organizational Skills: Strong ability to coordinate tasks and manage time effectively.
  • ITIL Knowledge: ITIL qualification is beneficial but not mandatory.
  • Communication Skills: Excellent communication skills, both written and verbal, with the ability to interface effectively with customers and internal teams.
  • Problem-Solving: Proactive problem-solving skills with a focus on delivering solutions efficiently and effectively.



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