Job Description

Key Competencies and Skills

The right candidate should have competency and skills aligned to one or more of these archetypes:

ITSM (Information Technology Service Management):

• Experienced in ITIL Process Definition, Integration Solutions, Architecture level configurations

• Experienced in leading at least a couple of Implementation projects in ITSM area and one complete Implementation lifecycle for ServiceNow

• Experience in ServiceNow custom application design and development

• Expertise ServiceNow deployments, integration with other third-party tools, Orchestration, operational activities, Project Management expertise and merging multiple instances.

• Experience in ITSM migration / consolidations

• Strong work experience and associated with projects like Support, Maintenance, Migration, Upgrades, Integrations and Implementations

• Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL / industry standards

• Must be certified with ServiceNow Systems Administrator, ServiceNow Implementation Specialist or ITIL V4 foundation

Value Realization:

• Devise business critical metrics covering all aspects of value for the clients.

• Develop frameworks to measure and track value realization metrics, ensuring alignment with business objectives and stakeholder expectations.

• Prioritize transformation projects using financial analysis tools and other value-based methodologies.

Experience

Program Management:

• Oversee the planning, execution, and delivery of complex transformation programs, ensuring adherence to timelines, budgets, and quality standards.

• Establish governance frameworks and reporting mechanisms to monitor program progress and mitigate risks.

Stakeholder Engagement:

• Act as a trusted advisor to senior leadership, providing insights and recommendations to drive transformation success.

• Facilitate workshops and cross-functional collaboration to align stakeholders on transformation objectives.

Team Leadership:

• Build and lead high-performing teams, mentoring junior employees and fostering a culture of innovation and collaboration.

• Ensure the team is equipped with the necessary skills and tools to deliver transformation initiatives effectively.

• Drive thought leadership in transformation management by bringing in industry perspectives to enhance practice offerings, develop go-to-market content, and collaborate with client leadership to shape and accelerate transformation initiatives.

• Proven track record in setting up and driving a Project Management/ Value Realization Office /Transformation Management Office for own organization or for clients

• Familiarity with transformation frameworks, agile methodologies etc.

• Experience in designing and implementing governance frameworks and value realization metrics.

• Practical industry expertise across Financial Services, Retail, consumer goods, Telecommunications, Life Sciences, Transportation, Hospitality, Automotive/Industrial, Mining and Resources is of interest but experience in equivalent domains is also welcomed.

Job Requirements