ITSM Project Manager

Project Manager (Contract)
Location: London-based (Hybrid / Remote, flexible)
Contract: 3 months (likely extension)
Rate: Up to £675 per day (Outside IR35)
Start: Immediate start preferable

Role Purpose

A London-based organisation is undertaking a major IT transformation to centralise IT services across multiple operating companies into a single IT Shared Services function.

The Project Manager will lead delivery of this transformation, ensuring milestones are achieved, risks are controlled, and stakeholders remain aligned. A core focus of the role is establishing a shared IT Operations capability, transitioning processes and teams from distributed operating units into a centralised model, and enabling smooth adoption of new ways of working.

This role is well suited to an experienced project manager with IT transformation, service management, or operating model delivery experience.

Key Stakeholders

* IT Leadership (Heads of IT, IT Leads, IT Managers)
* Business Analysis & Transformation functions
* Senior leadership, including C-Suite stakeholders

Key Responsibilities

* Lead end-to-end delivery of the IT centralisation initiative
* Drive establishment of a shared IT Operations function
* Manage multiple workstreams including process design and Target Operating Model (TOM) development
* Partner with Business Analysis and functional leads
* Coordinate stakeholders across multiple operating entities
* Track progress, risks, and dependencies
* Oversee delivery of key artefacts, including:

Target Operating Model (TOM): cost modelling, organisational structure, governance
-Process Documentation: standardised operational processes

* Identify gaps, inefficiencies, and improvement opportunities
* Facilitate workshops, steering sessions, and governance forums
* Support adoption of new processes and operating practices

Required Skills & Experience

Project Management & Delivery

* Proven experience delivering IT transformation or service centralisation initiatives
* Experience establishing shared services or centralised functions
* Strong project lifecycle, risk, and issue management capability
* Ability to manage parallel workstreams and priorities

Stakeholder Management & Communication

* Strong communication and facilitation skills
* Experience engaging senior stakeholders
* Ability to simplify complex transformation topics
* Ability to translate business needs into structured delivery plans

* Exposure to IT Service Management environments (ServiceNow, Freshservice, etc.)
* ITIL Foundation or recognised PM certifications (PRINCE2, PMP, PMI, etc.)
* Familiarity with Jira / Confluence / SharePoint
* Experience supporting organisational change or transformation