IT Business Partner – Customer & Project Success

We're looking for an IT Business Partner for Customer & Project Success who will be the single point of accountability between IT and the Delivery and Customer Success organisations, owning the application roadmap and change-order budget for ServiceNow and the data/analytics, AI, and project-tooling capabilities built on top of it.

The role turns IT from a shared-services back office into an embedded partner that ships what Delivery and Customer Success need, funds it transparently, and is judged on business outcomes — not tickets closed.

Location & working model:

London, Hybrid (flexible)

Responsibilities:

• Own the ServiceNow roadmap and consolidation programme, supporting the consolidation of delivery/support tooling onto ServiceNow and sunsetting Jira for that use case.
• Partner with the Customer Success organisation on Customer 360, renewals-health data, and AI coworkers for CS.
• Partner with the Delivery organisation on at-risk account tooling and reporting.
• Own project-tooling rationalisation as delivery/PS tools consolidate into ServiceNow, and own the data model connecting delivery, support, and adoption data.
• Drive accountability for data quality across delivery and customer data, ensuring issues are owned by the business rather than IT.
• Manage the Customer & Project Success change-order budget and report spend and value delivered monthly.
• Shape solution direction for the business applications in scope, evaluating options and recommending configuration or platform approaches aligned to organizational standards.
• Govern the intake and prioritization of business change requests, assessing business value, feasibility, and risk before committing them to the delivery queue.
• Own the quality and traceability of requirements documentation, validating business acceptance before changes are released into production.

Requirements:

• 8+ years in IT business-partnering, systems ownership, or platform product management, ideally in a PE-owned or high-growth software company.
• Comfortable owning a budget and a change-order backlog — this is a P&L-adjacent, strategic role.
• Data-literate, with a track record of driving accountability for data quality across business stakeholders.
• Direct communicator, comfortable in exec and leadership rooms, able to say no and hold a boundary.
• Direct, hands-on ServiceNow administration or platform-ownership experience at scale (CSA certification a plus).
• Experience running platform consolidations or tool migrations, ideally in a delivery/customer-success context.
• Proven track record working for a Born-in-the-Cloud or Cloud-Native technology company — must have.