Project Manager L1

Band: B3/C1

Location: Reading, United Kingdom

Position: 1

Role Summary

·       Provide senior project leadership and governance oversight for the ServiceNow CSDM-aligned re-platforming program in an onshore and stakeholder-facing delivery context.

·       Own the program-level coordination of discovery, design approvals, milestone readiness, cutover planning, hypercare oversight, and final transition to BAU.

·       Act as the primary escalation and governance interface for customer-side stakeholders and Wipro leadership on issues affecting scope, timeline, dependencies, or acceptance readiness.

·       Operate with stronger emphasis on program control, stakeholder confidence, and commercially aware oversight rather than only execution tracking.

·       Ensure the offshore and onshore teams remain aligned to milestone commitments, delivery evidence requirements, and formal acceptance checkpoints defined in the SoW.

Key Responsibilities

·       Lead governance cadence including status reviews, milestone checkpoints, escalation handling, and structured communication on program health, decisions, and risks.

·       Coordinate stakeholder access, customer-side dependencies, approvals, and decision forums needed for discovery, design, testing, training, cutover, and BAU acceptance phases.

·       Review and challenge delivery readiness across ITSM/ITOM implementation workstreams, CMDB activities, documentation completeness, KT evidence, and transition plans.

·       Own the elevation of issues relating to quality, acceptability, business dependency delays, or scope ambiguity, ensuring mitigation and decision clarity are timely.

·       Provide leadership in customer-facing reviews where progress, solution readiness, delivery governance, and operational transition path must be clearly articulated.

Must-to-Have Skills

·       Strong program/project management experience in enterprise technology transformation, managed transition, or platform implementation programs with significant stakeholder visibility.

·       Ability to manage governance, RAID, milestone assurance, reporting discipline, and escalation in structured delivery environments with formal acceptance criteria.

·       Good understanding of implementation lifecycle stages such as discovery, design, build, SIT, UAT, training, cutover, and hypercare, with practical control over interdependencies.

·       Experience handling senior stakeholder communication and customer-facing discussions where confidence, transparency, and issue ownership are critical.

·       Commercial awareness and governance maturity to understand how delays, scope changes, and readiness risks can impact the success of a fixed-price or milestone-based program.

Good-to-Have Skills

·       Exposure to ServiceNow transformation programs, service management modernization, or data/service model initiatives involving CMDB and ITOM dependencies.

·       Awareness of data-protection or access-readiness considerations such as VDI, environment segregation, or customer-controlled access dependencies.

·       Experience managing programs with structured hypercare, customer acceptance milestones, and downstream BAU transition expectations.

·       Understanding of change adoption, training readiness, and stakeholder communication requirements in service operations transformation initiatives.

·       Ability to contribute to commercial clarifications, rate-card discussions, or resource profile interpretation where program leadership requires context-setting.

Qualifications & Certifications

·       Bachelor’s degree in Engineering, Business, Information Systems, Management, or another discipline relevant to enterprise program delivery.

·       13+ years of project or program management experience, with strong evidence of governance leadership in complex delivery environments.

·       PMP, PRINCE2, MSP, Agile project management, or equivalent certifications are strongly desirable for this senior project leadership role.

·       ITIL Foundation or service management exposure is a strong advantage because the program is highly process- and service-model-driven.

·       Prior experience in multinational or onshore/offshore-led delivery models is desirable for stronger coordination across geographic delivery layers.

Soft Skills

·       Excellent executive communication skills for steering-level updates, escalations, and customer alignment conversations.

·       Strong leadership presence with the ability to drive confidence, resolve ambiguity, and maintain governance discipline under pressure.

·       Good commercial and decision-making judgement when balancing delivery constraints, stakeholder expectations, and quality risks.

·       Ability to influence mixed audiences without micromanaging, while still maintaining accountability and timely action closure.

·       High ownership of stakeholder trust, delivery credibility, and overall governance effectiveness across the lifecycle.