I’m Matt James. I provide senior interim and contract leadership for ServiceNow programmes through my company, Great Western IT Ltd (GWIT). I plan and run delivery, take over engagements that have stalled and make sure services are ready to run from day one. Clients often bring me in as an independent set of eyes between them and their implementation partner.
Working with GWIT has changed the way our business and our customers perceive service management and the value we bring daily.
Senior Service Delivery Manager, Veolia
Ready to run from day one
ServiceNow programmes run into trouble where plans meet reality: scope that keeps moving, client and partner pulling in different directions or a go-live that arrives before the business is ready. I keep delivery on track and land services that people can use from the first day. My background is in service design, so I plan Service Acceptance Criteria and operational readiness into projects as early as possible.
What I offer
Programme and delivery management
I plan and run ServiceNow programmes and workstreams, with planning, RAID and reporting that fit your governance. I’m used to running ServiceNow’s Now Create approach of iterative design, agile build sprints and testing inside client-side waterfall governance.Engagement takeover and recovery
I step into engagements that have stalled or slipped, agree a reset with client and partner and see them through.Operational readiness and service design
I cover Service Acceptance Criteria, readiness planning and a clean handover from project to BAU. My service design background goes back to setting up Prudential’s Service Design function.AI in delivery
I use AI in the engagement manager role and to run my own business. GWIT works as a small centre of excellence with a team of AI agents, and I check their output before anyone relies on it.
Each is backed by more than 20 years of experience, from early strategy to embedded delivery.
Recent experience
ServiceNow, 2025 to 2026
Interim senior engagement manager across nine engagements in six sectors. These included rescuing a Third-Party Risk Management implementation and stabilising a delayed Strategic Portfolio Management programme.AstraZeneca, through Proservartner, 2024 to 2025
Led the ServiceNow programme supporting its Global Business Services model and reached Wave 1 UAT readiness that Cognizant rated the strongest it had seen for this client.SSE and Brenntag, 2024
Led the platform and tooling workstream for SSE’s replatforming to an out-of-the-box ServiceNow instance, and a ServiceNow MVP rollout across three regions for Brenntag.
The latest
Why work with me
I’ve worked in service management for more than 20 years and with ServiceNow since 2014, on the client side and inside ServiceNow itself. That makes it easier to see early where a plan and reality are drifting apart, and to fix it before it costs anyone.
Clients I’ve worked with through GWIT
Veolia, HomeServe, National Grid, BAE Systems Applied Intelligence, Nationwide, Halfords, Prudential, Aberdeen Asset Management, Herefordshire Council and NHS Herefordshire and Co-operative Financial Services.
Be a part of it
Let’s start with a half-hour chat about your programme and the challenges you’re facing. If I can help, I’ll suggest some practical next steps. If I can’t, I’ll tell you that too.
Book a half-hour call online at a time to suit you, or call me on +44 (0)117 457 8681.
About GWIT
I founded GWIT in 2010. My ServiceNow and service management work has covered banking, energy, utilities, telecoms, consumer goods, pharmaceuticals, environmental services, retail, the public sector and defence.
Great Western IT Ltd. Registered in England and Wales, company number 07143890. Registered office 2 Chesterfield Buildings, Westbourne Place, Clifton, Bristol BS8 1RU.
