Required Skills & Experience

• Experience: 8+ years in IT Service Architecture, Enterprise Service Design, or IT Management, with a proven history of leading large-scale transformational initiatives. Strong ability to balance organizational, process, and technical dimensions when developing solutions to maximize business outcomes.
• ServiceNow Expertise: Deep architectural knowledge of the ServiceNow platform, with a strong preference for certifications like ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS). In particular, exceptional understanding of Catalogue / CMDB driven automation playbooks.
• Ecosystem Knowledge: Strong understanding of enterprise application integration, specifically how to bridge workflows across Siebel CRM, Oracle databases/ERP, and Microsoft enterprise solutions.
• Experience Management: Practical experience designing and implementing Experience Level Agreements (XLAs) and human-centred design frameworks.
• AI Proficiency: Power user able to demonstrate successful business value extraction from integrating AI deeply into cognitive workflows, utilizing advanced tools, context layers, and system integrations.
• Certifications: ITIL 4 Strategic Leader or Managing Professional certification is highly preferred.
• Leadership & Influence: Masterful stakeholder management skills with a demonstrated ability to influence C-suite executives, engage calmly and constructively with vendor partners, and collaborate across business product owners & enterprise architecture teams. Demonstrate a strong commitment to servant-leadership, managing work across multi-cultural and disperse teams.
• Language(s): High proficiency in English is essential, both written and oral communication skills. Capability in other European languages would be advantageous.

Dimensions

• Understand the business trends and determine the changes to the business process as well as lead the discussion with management for changing the operating policies or the process to meet the necessary business requirements.
• Collaborate with business leaders, product managers, and operations teams to identify and evaluate high impact process initiatives.
• Support and advise OpCo's, Annuity & Service, Line of Business, Business Services, and Management regarding implementation of new processes, standards, and (IT) systems.
• Design, implement, and improve the Product, Services data processes and governance of data standards.
• Delivers measurable business process improvements, while re-engineering key processes and capabilities and maps to future-state vision.
• Drives a culture of continuous improvement, learning, and improvement and identifies performance trends, bottlenecks, and true process costs.
• Owns and maintains important process documentation and data standards. Ensures this documentation is updated as processes and standards evolve. Communicates updates of processes to key stakeholders, users, and provides training if needed.
• Develop Performance Metrics to measure the business process success and process improvements. And work cross-functionally to measure success consistently and accurately over time.

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