Programme Manager (Servicenow)

Programme Manager (ServiceNow)
Senior Role (mid to senior director level)
£900 per day - 6month contract with a Global Investment Bank based in London

ServiceNow

Responsibilities & Deliverables
* Co-ordination of design reviews with business stakeholders to ensure requirements have been appropriately onboarded by the delivery stream
* Validation and sign-off of each sprint delivery cycle
* Participation in Systems Integration Testing and stakeholder communications relating to this activity
* Co-ordination of user acceptance testing, covering each sprint cycle as well as final conjoined UAT cycle
* Co-ordination of user training to ensure end user readiness in line with project go-live
* Ensure business and stakeholders are effectively represented within the project and that communication channels are effective
* Collect, record and manage resolution of business risks and issues within the project
* Ensure business assessment of project change requests
* Identify process improvement opportunities

Background
* The TIS Productivity Program (TPP) is driving run-the-bank (RtB) efficiencies within the TIS organization, through a combination of process re-engineering, automation, consolidation, location and sourcing activities. The program has commitment to deliver 70M in RtB saves

* The Service Management Program (SMP) forms a core part of the TTP portfolio and is driving the implementation of ServiceNow platform across the bank. This program includes the delivery of the strategic Service Management processes covering Incident, Problem, Change Management and Release & Deployment, which are owned by the Operations Support stream

* The tools and process aspects are closely interlinked - with GSO accountable and delivering the process and GPS accountable and delivering the tool/engineering aspects.

* The project has aggressive delivery timescales with the main focus for 2014 being around Incident Management (including API integrations and "Major Incident" functionality)

Opportunity & Benefits
* This project will leverage the inherent advantages of a common Service Management Platform and enhance the user experience through the globalized harmonized streamlined process
* Reduced manual efforts and human errors through automation
* Replace the Legacy systems with an integrated solution on the single ServiceNow platform

Services by Contracting Party

- Provide professional services to manage the business requirements and stakeholder engagement across the Operations Support processes within the SMP program as it deploys the strategic service management processes on ServiceNow
- Ensure that the business demands are represented on the project and provide accountability for ensuring there are necessary business resources to deliver the project
- Program wide co-ordination across multiple GOPM initiatives
- Consolidated communications and reporting as relates to the SMP program.

Scope
* Overall program oversight of the Problem, Release and Deployment and Operational Request streams
* Full ownership of the Incident Management stream, covering program ownership and detailed business project lead (BPL) responsibilities
* Communications support & guidance across the SMP Ops program

Dependencies and Risks
* Achieving the deliverables within the project timescales is dependent on the availability of the banks subject matter experts to provide required input into the requirements process, sign-off on requirements and designs, participate in testing activities and complete user training in line with the plan dates
* The overall project is also dependent on the timely delivery of the technical solution(s) on the ServiceNow platform by the GPS engineering teams, in line with the business requirements
* It is assumed that any funding required to re-engineer up and downstream systems and processes can be secured and resources brought online in a timely manner to meet project timescales

Contact Don

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