Enterprise Services Solutions Manager

Job PurposeLeading the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM), responsible for defining the scope, driving solutions, and ensuring scalable implementations that align with business needs. Enhance service delivery and operational efficiency by leveraging the full potential of ServiceNow to support a wide range of enterprise services, including IT, HR, Facilities, and Customer Service Management.Key Accountability AreasESM Strategy & ImplementationLead the development and execution of Enterprise Service Management (ESM) strategies that align with overall organizational goals, ensuring service management processes are effective and scalable.Lead workshops with business stakeholders to gather and document detailed business requirements for ESM initiatives, ensuring alignment with ServiceNow capabilities.Map current business processes, identify gaps, and recommend improvements that can be achieved using ServiceNow’s capabilities to enhance operational workflows and service delivery.Collaborate with both business and IT teams to translate business needs into actionable technical solutions that optimize service management outcomes across multiple functions (IT, HR, Customer Service, etc.).ServiceNow Configuration & SupportOversee the configuration and customization of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) to meet specific business requirements, ensuring alignment with best practices and enterprise needs.Lead the design of workflows, automations, and integrations that improve operational efficiency and enhance the end-user experience.Supervise the development of scripts, APIs, and custom configurations required to implement tailored solutions within the ServiceNow platform.Provide ongoing support and management of the ServiceNow platform, ensuring continuous improvement and system uptime.CMDB Management & TroubleshootingLead efforts to optimize the Configuration Management Database (CMDB), ensuring accurate and up-to-date asset and service dependency mappings across the organization.Manage data integrity within the CMDB, addressing discrepancies and ensuring that all critical assets and services are properly tracked. Troubleshoot platform issues to ensure consistent performance and system availability.Collaboration & SupportAct as the key liaison between IT, business units, and vendors, ensuring clear communication and alignment on project goals, requirements, and timelines.Work closely with various functional teams to define requirements, deliver solutions, and address any challenges in the service management process.Testing & Continuous ImprovementOversee the development and execution of test plans for new workflows, automations, and features, ensuring they meet business needs and quality standards.Manage UAT processes, addressing feedback from business stakeholders and refining solutions to ensure optimal functionality and user satisfaction.Continuously analyze system performance, identify areas for improvement, and implement changes to optimize platform performance and efficiency.Reports & AnalyticsOversee the creation and maintenance of reports and dashboards that track key performance indicators (KPIs) and measure the success of ESM implementations.Provide recommendations for enhancements and upgrades to the ServiceNow platform based on evolving business needs, technological advancements, and emerging best practices in service management.Role AccountabilityHR ProficiencyAbility to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.Ability to recognize low performers and guide them to improve or release them.Ability to treat subordinates equally without any discrimination.Assessment criteria of subordinates is performance that leads to planned results.Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.ResponsibilityMust take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.Able to anticipate problems and make the necessary proactive steps to prevent themAbility to take necessary and proper timely decisions.DeliveryDeliver the required results in timely manner with required quality and cost.Making a Tangible Difference.Must make a tangible difference to his area of operation. and exceed business expectations.Business Planning and PerformanceAble to transform the corporate goals into business plans.Able to Plan, follow-up and execute those plans, whether they are annual or development plans.Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.Provide periodic work progress reports.Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.Organizational DevelopmentDevelop the organizational structure a