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IT Programme / Project Lead Infrastructure (IT Service Management) (A)

For our client, a leading international financial institution based in Zurich, we are looking for an experienced Senior ServiceNow Programme Manager to join a dynamic technology team. In this key role, you will be responsible for managing the ServiceNow programme and ensuring the end-to-end delivery of IT ServiceNow-related projects. You will drive strategic alignment with the ServiceNow roadmap, coordinate complex project dependencies and stakeholders, and ensure the successful delivery of high-quality solutions within agreed scope, timeline and budget.

Description

Please note that due to applicable Swiss legislation, we can only consider applications from Swiss citizens, EU citizens, and individuals with a valid work permit.
Remote work from abroad is not possible.

Key Responsibilities

• Manage the ServiceNow Programme and ensure end-to-end delivery of IT ServiceNow-related projects, from feasibility through execution, within agreed scope, timeline and budget
• Translate overall project objectives into actionable work packages and provide comprehensive project and resource management, including timeline, budget, cost and progress monitoring
• Coordinate with the ServiceNow Platform Team on release planning, upgrade activities and the management of platform dependencies
• Ensure all deliverables comply with relevant delivery standards and internal governance frameworks
• Ensure the quality and compliance of all project deliverables and provide timely and transparent progress reporting
• Align projects with the ServiceNow roadmap and ensure contribution to strategic objectives
• Work closely with Global IT Service Management and IT Service Engineering to set priorities and plan projects based on available budget and resources
• Identify and engage key stakeholders, maintaining strong communication with sponsors, STC members and other relevant parties
• Facilitate effective communication and decision-making at all levels, including executive reporting
• Lead, inspire and motivate project team members to achieve project objectives
• Proactively identify, assess and manage project risks and issues
• Manage dependencies across multiple projects and coordinate activities at programme level
• Ensure successful transition and handover of solutions to operational teams

Requirements

• Higher education degree, e.g. University, University of Applied Sciences or degree in Business Informatics, Computer Science or a related field; equivalent professional experience will also be considered
• 10+ years of proven Project / Programme Management experience, ideally within Financial Services or large-scale enterprise IT environments
• Relevant certifications such as PMP, PRINCE2, MSP or IPMA are an advantage
• ITIL v3 or ITIL 4 certification is preferred
• Professional experience with project management and collaboration tools such as Jira and Confluence, as well as MS Office Suite
• Proven senior-level Project / Programme Management expertise, including Waterfall, Agile and Hybrid delivery methodologies
• Strong analytical and conceptual skills, with the ability to independently assess complex situations, identify problems and develop effective solutions
• Excellent organisational and communication skills, including stakeholder engagement and reporting at senior management level
• Structured, goal-oriented and proactive working approach, with the ability to balance strategic objectives and operational priorities to ensure timely and high-quality delivery
• Proven ability to manage dependencies across multiple projects and coordinate activities at project and programme level, demonstrating strategic thinking beyond individual projects
• Experience working in IT Service Management environments, with a good understanding of ITSM processes and ITIL best practices
• Solid understanding of the ServiceNow platform and its core capabilities, including ITSM and Configuration Management (CMDB); exposure to additional ServiceNow modules and CSDM concepts is an advantage
• Experience in vendor and contract management, ensuring alignment with project objectives and compliance standards
• Strong leadership and motivation skills, fostering collaboration and high performance in cross-functional teams
• Business fluency in German and English, both written and spoken

Soft Skills

• Strong leadership, coordination and organisational skills
• Excellent communication and stakeholder management abilities
• Structured, analytical and detail-oriented working style
• Ability to build consensus and drive decisions across technical and business stakeholders
• Resilient and dependable, with a strong sense of ownership and accountability
• Ability to work independently and proactively in a dynamic environment
• Strong problem-solving skills and a results-oriented mindset