Sr. Director, Enterprise Service Management Transformation

Job Description

The Sr. Director
of Enterprise Service Transformation will lead the elevation and evolution of the ''Service as a Product'' strategy within the Enterprise Service Management (ESM) function. This role is responsible fo r driving transformational initiatives, managing high-impact projects, and overseeing the design of innovative service architectures that align with enterprise
objective s and business needs. It plays a pivotal role in reshaping how services are delivered and consumed across the enterprise, enhancing operational efficiency and user satisfaction.

The Head of Enterprise Service Transformation will manage a multidisciplinary team, including transformation resources and service architects, to ensure the successful delivery of enterprise-wide service transformation projects. Focusing on transformation execution and strategic service design, this role will partner closely with operational and software development teams, who will be responsible for aligning and implementing the roadmap.

Key responsibilities include sponsoring and driving transformation initiatives, designing and
optimizing new service products, and orchestrating cross-functional teams of transformation and service architects to implement a robust enterprise service model. Leveraging ServiceNow as the foundational platform, this role requires a dynamic leader with a proven track record in enterprise-level transformations, innovative service design, and cross-functional collaboration.

Your Role Accountabilities:

Leadership & Strategy (20%)
• Drive the adoption of the ''Service as a Product'' ( SaaP ) approach by leading the design, delivery, and management of services within the Enterprise Service Management (ESM) function. Emphasize the creation of standardized, scalable, and customer-centric services to meet specific business needs while enhancing the overall service experience.
• Develop and execute a bold, innovative ESM strategy that transforms the organization's approach to service management, aligning with the SaaP vision at an enterprise level.
• Champion the shift from traditional IT service management to a comprehensive enterprise service management model, ensuring alignment with broader business strategies and
objectives .
• Collaborate closely with the VP of Enterprise Service Management Office (ESMO) to ensure strategic alignment of transformation initiatives with operational goals and broader business
objectives .
• Own and oversee the execution and delivery of transformation projects, ensuring they align with the strategy and deliver measurable outcomes.
• Develop and coordinate the transformation roadmap, ensuring all key stakeholders are consulted, engaged, and aligned throughout the process.
• Foster a culture of collaboration, innovation, and continuous improvement within the transformation teams to drive exceptional outcomes.

Strategy Implementation (20%)
• Establish and Lead an Enterprise Service Management Community of Interest Council: Convene executive stakeholders from Technology & Operations, People & Culture, Global Business Services, Finance, Legal, and other business functions to collaboratively develop and implement a comprehensive three-year Enterprise Service Management (ESM) strategy. Ensure alignment across functions and drive shared accountability for the strategy's success.
• Manage transformation projects end-to-end in collaboration with the VP of ESMO and VP of Service Management Engineering, ensuring successful delivery and alignment with the enterprise roadmap.
• Oversee the work of Transformation Architects and Service Architects, ensuring their contributions are aligned with the transformation strategy and project
objectives .
• Design and enhance enterprise service products, ensuring alignment with transformational projects, the transformation roadmap, and ongoing operational work.
• Monitor project progress and implement corrective actions as necessary to address any deviations from the plan.
• Facilitate regular project status updates with stakeholders to communicate progress, gather feedback, and ensure alignment on deliverables and
objectives .
• Establish and maintain a robust change management process to ensure smooth transitions, minimizing disruption during implementation efforts.
• Drive the adoption of new processes and technologies across the organization, providing necessary training and support to ensure successful implementation and user adoption.
• Evaluate the effectiveness of implemented solutions using performance metrics and feedback, making recommendations for continuous improvement.

Team Management (20%)
• Oversee and manage the following roles, ensuring effective coordination and alignment with organizational goals:
• Project Manager of Transformation Technical Project Management
• Director of Service Management Product Transformation
• Promote a high-performance culture by mentoring and guiding direct reports, supporting their growth and alignment with organizational
objectives .
• Ensure team alignment with transformational initiatives, fostering collaboration and accountability across all levels.

Stakeholder Engagement (20%)
• Build and maintain strategic relationships with key stakeholders, including senior leadership, business units, and external partners.
• Facilitate communication and collaboration between transformation teams, the ESMO, and other departments to ensure alignment and integration of service management initiatives.
• Act as a key advocate for service architecture and design, securing buy-in from Business Unit, Corporate, and T&O stakeholders.
• Collaborate with business and T&O stakeholders to understand their service management needs, aligning initiatives with portfolio
objectives .
Operational Excellence (20%)
• Establish and promote a culture of operational excellence within the transformation teams, driving initiatives that improve service delivery efficiency and effectiveness across the enterprise.
• Lead continuous improvement efforts by analyzing workflows and identifying
optimization opportunities, leveraging automation and emerging technologies to enhance service quality and operational efficiency.
• Collaborate with cross-functional teams to streamline processes, reduce redundancies, and enhance the customer experience through improved service delivery.

Regularly review and assess the effectiveness of implemented solutions, leveraging performance data and stakeholder feedback to inform future initiatives.

Qualifications & Experiences:

Experience
• 15+ years of leadership experience in enterprise service management, IT service management, or related fields, with at least 7 years in a senior leadership role.
• Proven track record
of leading large-scale transformation initiatives, particularly with a focus on service-as-a-product delivery models.
• Demonstrated success in managing and mentoring large, complex, and diverse teams in a global enterprise environment.
• Prior experience in media, entertainment, or related industries is preferred but not required .

Technical Expertise
• Deep understanding of Service Management principles, frameworks (e.g., ITIL), and best practices, with a strong focus on implementation and operational excellence.
• Experience with ServiceNow and other industry-leading platforms to enable service transformation.
• Skilled in leveraging

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Jobcode: Reference SBJ-gkmj7q-3-14-244-90-42 in your application.