VP, Enterprise Service Management Office

Job Description

The Vice President, Enterprise Service Management Office (ESMO) will lead and oversee the delivery, development, operation, and execution of the Enterprise Service Management (ESM) function. This role focuses on ensuring the seamless implementation and operationalization of the ''Service as a Product'' strategy, driving the transition from IT service management to enterprise service management while enhancing efficiency, scalability, and user satisfaction.

The VP will manage the ESMO delivery team, aligning their efforts with organizational goals and ensuring continuous improvement in service management practices. Acting as a key partner to the Head of Enterprise Service Transformation, the VP will translate strategic transformation initiatives into operational realities, ensuring successful execution across the enterprise.

This role will also work closely with senior leadership and key stakeholders to ensure ESMO's initiatives support broader business
objectives and advance the organization's enterprise service management capabilities.

Your Role Accountabilities :

LEADERSHIP & STRATEGY

Strateg ic Responsibilities
• Lead the execution and operational delivery of the ESM strategy, ensuring alignment with the ''Service as a Product'' vision and organizational
objectives .
• Oversee the daily operations of the ESMO function, ensuring the delivery team implements industry-leading service management practices that are efficient, scalable, and effective.
• Drive the continuous improvement of service delivery, lifecycle management, performance metrics, and service optimization processes to meet enterprise goals.
• Build and maintain strategic relationships with key business and technology stakeholders, including senior leadership across Technology & Operations, Business Units, and Corporate Functions.
• Lead the ESMO team in engaging with stakeholders to ensure alignment on service
objectives , driving adoption of new service delivery processes, and promoting service architecture best practices.
• Implement Best Practices: Lead the adoption of industry-leading best practices in service management, ensuring processes and frameworks are efficient, scalable, and effective to drive continuous improvement.
• Service Management Framework Ownership: Oversee the development, maintenance, and compliance of the Service Management Framework (SMF), ensuring integration with enterprise architecture, data, and cybersecurity frameworks.
• Roadmap Coordination and Alignment: Own the development and coordination of the ESM strategy and roadmap, engaging key stakeholders across Business Units, Corporate functions, and Technology & Operations (T&O) to secure alignment and buy-in.
• Strategic Collaboration: Partner with the Senior Director of Enterprise Service Transformation to align ESM strategies with transformation
objectives , ensuring smooth implementation and operational integration.
• Continuous Improvement: Oversee the execution and continuous enhancement of service delivery, service lifecycle, service performance, and service optimization processes, championing a culture of collaboration, innovation, and excellence.
• Framework Adherence: Ensure all implementations adhere to organizational guidelines, including Enterprise Architecture, Data Governance, and Cybersecurity policies, to maintain alignment with corporate standards.

STAKEHOLDER ENGAGEMENT
• Foster cross-departmental collaboration to identify
opportunities for process improvements and align service management practices with organizational goals.
• Build and maintain strategic relationships with key stakeholders, including senior leadership, business units, and external partners.
• Act as a champion for Service Architecture and Design, working to gain stakeholder buy-in and support for ESM initiatives.
• Facilitate communication and alignment between ESMO and other departments to ensure cohesive service management and transformation efforts.
OPERATIONAL EXCELLENCE
• Manage the development and maintenance of the Service Management Framework (SMF), ensuring compliance with organizational standards and integration with enterprise architecture, cybersecurity, and data governance frameworks.
• Oversee the implementation of enterprise service management solutions, leveraging ServiceNow to streamline workflows, automate processes, and improve service delivery outcomes.
• Establish a culture of operational excellence within the ESMO, driving innovation and transformation in service delivery.
• Implement and monitor robust performance metrics (KPIs) to evaluate the effectiveness of service management processes, ensuring alignment with organizational goals.
• Optimize workflows and processes, leveraging automation and cutting-edge technologies to enhance efficiency and service quality.
• Lead business-facing councils for ESM adoption, operations, service improvement, and experience enhancement.
• Champion the adoption of industry best practices, such as ITIL and Lean methodologies, to drive transformational change.

LEADERSHIP SKILLS
• Demonstrated success in managing and mentoring diverse teams, fostering a culture of collaboration, innovation, and continuous improvement.
• Proven record of successfully leading and managing large, complex teams in a global enterprise environment.
• Strong leadership and team management skills, with the ability to inspire and motivate teams.
• Excellent communication and stakeholder management skills, able to effectively interface with executive teams.
• Financial acumen, with experience managing budgets and identifying cost-saving opportunities.
• Strategic thinking, with the ability to develop and execute transformational long-term plans and initiatives.

FINANCIAL MANAGEMENT
• Develop and manage the ESMO budget, ensuring alignment with strategic priorities and effective allocation of resources to support transformation initiatives.
• Conduct regular financial analysis to identify cost-saving opportunities and
optimize expenditures related to service management.
• Provide transparent financial reporting, offering insights into the financial health of the ESM function and its contribution to broader business
objectives .

Qualifications & Experiences:

Experience:
• 15+ years of leadership experience in enterprise service management, IT service management, or related fields.
• 15+ years of prior experience in a related field (media, entertainment, people and culture, and/or enterprise service management, experience a plus) with at least 7 years in a leadership role.
• Proven track record
of leading large-scale transformation initiatives, with a focus on service-as-a-product delivery models.

Technical Expertise:
• Deep knowledge of ITIL frameworks, ServiceNow platform, and industry-leading best practices in service management.
• Experience implementing automation and innovative technologies to
optimize service delivery.

Strategic Vision:
• Ability to develop and execute strategies that align with organizational
objectives and drive measurable outcomes.

Stakeholder Engagement:
• Strong track record
of building and maintaining strategic relationships across all organizational levels.
• Excellent communication and negotiation skills to gain buy-in for transformational initiatives.

Education:
• Bachelor's degree in Business Administration , Information Technol

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Jobcode: Reference SBJ-r766o9-18-220-204-192-42 in your application.