Enterprise Service Management Director

2 weeks ago


Gurgaon, Haryana, India AHEAD Full time
Job Description:

We are seeking an experienced Enterprise Service Management Director to provide technical vision and leadership to our Sales and Delivery teams. The ideal candidate will have a strong background in ITSM, CSM, and/or ITBM, with expertise in ServiceNow Discovery, Service Mapping, and/or Event Management.

Key Responsibilities:
  • Collaborate with teams to build individualized career development plans.
  • Coach, mentor, and develop direct reports, including overseeing new employee onboarding.
  • Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
  • Provide effective performance feedback through employee recognition, rewards, and disciplinary action.
  • Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals.
  • Maintain skills and certification inventory of team.
  • Consciously create a workplace culture that supports the values and guiding principles of the organization.
  • Foster a culture of delivering with quality and care.
  • Build and maintain a culture of trust through open and honest feedback and accountability.
Additional Responsibilities:
  • Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work.
  • Work with Project Managers and the Resource Management team to identify appropriate resources for projects.
  • Act as a key contact for projects staffed by the team.
  • Participate in project kick-off, status, close-out, and escalation meetings as needed.
  • Provide expert technical architectural support and guidance for solutions.
  • Continuously improve project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches as appropriate.
Qualifications:
  • 15+ years of hands-on experience implementing ITSM, CSM, and/or ITBM, ServiceNow Discovery, Service Mapping, and/or Event Management.
  • Mastery in at least one ServiceNow suite.
  • Possess a broad base of technical skills, business acumen, and a strong desire to support the client.
  • Experience managing, mentoring, and coaching people.
  • Understand the detail behind the implemented solution and have the ability to communicate the high-level vision with the client.
  • The ability to think past the products and create solutions to meet the business/IT needs.
  • Effectively communicate solutions architecture to the client, third parties, and the team.
  • Encompass strong listening and interpersonal skills, an ability to solve complex problems, a big picture mentality, and an aptitude to visualize the solution.
  • Able to foster teamwork among the delivery team(s).
  • Proficiency in hardware, software, and/or operating systems environments.
  • Ability to manage a team environment.
  • Proven troubleshooting & problem-solving ability.
  • Presentation and facilitation of executive level meetings, group presentations, and collaborative technical workshops.


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