Tower Lead - Enterprise Service Management (ESM)

وصف الوظيفة

Envision Employment Solutions is currently looking for a Tower Lead – Enterprise Service Management (ESM) for one of our partners, a global leader in consulting, digital transformation, technology and engineering services.

This position requires flexibility to work on US times and flexibility to travel abroad when needed.


  • End-to-end responsibility for the solution across transition, run and transformation in ESM Portfolio tower portfolio area
  • Responsible for development of the tower solution related elements with support of Solution specialists and SMEs
  • Ensure all client requirements within scope are analysed and solutioned
  • Work with other tower owners to align solutions
  • Provide detailed cost input including inputs from SMEs and ensures that tagging is in line with strategy set by Solution Lead & DA.
  • Identify cost behaviours of cost lines and relationship to client unit pricing
  • Work with other members of the team to align on common assumptions and to avoid gaps and overlaps
  • Clearly articulate the basis of any subcontractor/supplier (e.g. OSS provide or software supplier) quotes, including assumptions and exclusions and the validity period of pricing – works directly with subcontractor
  • Solutions to the client SLA’s, and documents/agrees any exceptions from the standards
  • Input to Solution Artefacts (Cost systems, RAIDE, Solution Approval pack etc)
  • Review and inputs to the contract schedules, SoW, SLA etc
  • Contribute to proposal writing - aligned to sales strategy, themes, scoring mechanism
  • Support Commercial Lead with Draft/mark-up of the schedules relating your part of the solution (SoW, SLA etc.)
  • Support Solution Lead and contribute to the Sales to Delivery Handover (StDH)
  • Bring in market intelligence from a portfolio “competitiveness” standpoint both from the global and regional markets. Key areas are analysing the client buying patterns, price points and third-party analyst views on the portfolio.   
  • Good grasp on similar portfolios available in the market with the ability to analyse, stich & customize some of the core portfolio services & solutions, as per specific client needs (not falling under the standard portfolio services & offers)

إمتيازات الوظيفة

  • Competitive Salary based on experience
  • Social and medical insurance
  • Learning, development and career progression

متطلبات الوظيفة

  • An experienced Service Integration SME/Architect/Solutions architect/Consultant with proven thought leadership in technical and process implementations
  • 3+ years of hands on experience in IT Service Integration design, transition or operations processes
  • 3+ years of hands on experience in business analysis and configuration or administration of ITSM modules of ServiceNow Platform
  • Excellent at communicating solutions to both technical and non-technical audiences
  • Analytical mind with evaluative and problem-solving abilities, able to define technical solutions aligned with client’s business problems at an architectural and design level of detail
  • Familiarity of other Service Management Tools (such as BMC Remedy, Kinetic Data)
  • Experience in Service Request Management and Fulfillment, Service Catalogue is a plus
  • Experience in implementation of non-core ServiceNow modules (i.e. Service Portfolio, Service Offerings, etc.)
  • Experience in implementation of non-ITSM ServiceNow modules (i.e. HR, Shared Services, Security, etc.)
  • Experience in Service Asset Configuration Management
  • Experience in Organizational Change Management