Burns Sheehan
Project Manager
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Project Manager | ITSM, ServiceNow, Separation Programme
Contract Role | £600–£625/day | Outside IR35 | 12-month Contract
About the Role
A business undergoing a major separation programme is seeking a Project Manager to help deliver a standalone service desk capability as part of a broader transformation.
This is not a standard project management role. The successful candidate will:
- Lead the implementation of ServiceNow
- Shape the future service desk operating model
- Define and standardise support processes, SLAs and ways of working for a new environment
- Work across multiple workstreams, collaborating closely with infrastructure, applications and data migration teams
The role ensures the service desk is fully operational by separation milestones.
Key Responsibilities
Core Delivery
- Lead the setup and delivery of a standalone service desk as part of a separation programme
- Manage ServiceNow deployment, heavily out-of-the-box with some required integrations
- Coordinate requirements gathering from global stakeholders to shape the future-state service desk model
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Process & Operational Design
- Design ITSM processes, service structures and ways of working for the new organisation
- Define and implement SLA frameworks and service support processes
- Ensure smooth operational handover with infrastructure, application and data migration teams
Stakeholder & Transition Management
- Engage with senior stakeholders (UK and US) including service desk leadership
- Support service transition planning, readiness assessments and long-term operational support
Requirements
- Strong Project Management Experience in ITSM or service desk programmes
- Proven ServiceNow implementation experience, ideally in complex enterprise environments
- Deep understanding of service desk operating models, SLA design and ITSM process design
- Ability to bridge technical and operational teams, with excellent stakeholder management skills
- High-tempo, deadline-driven environment comfort
- Preference for experience in separation, carve-out, transition or large-scale transformation programmes
- Strong cultural fit: capable of building rapid relationships in a demanding but collaborative setting
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Why This Role Stands Out
✅ Strategic Impact – Lead a critical service transition workstream in a complex separation scenario ✅ Beyond Standard Implementations – Includes operating model design, process optimization and service readiness ✅ High Visibility – Work across multiple teams and senior stakeholders ✅ Flexible & Long-Term – Majority of the role is remote with hybrid flexibility, backed by a 12-month contract
Ideal candidates: Service Desk Project Managers, ITSM Project Managers or ServiceNow Project Managers with experience in complex transformation environments.
Get in touch if this aligns with your expertise.
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