Position: Platform Engagement and Delivery Lead (Enterprise Service Management), Poland
Company: DXC
Category: Product Manager
Experience required: 3y
English level: upper
Published: 2022-04-01T00:00:00+03:00

Location
Remote Poland

Project Description
Our client is a leading global Financial Market data provider who runs several change programs to deliver high-quality software that connects Financial Markets across the globe in a real-time, high frequency, and low-latency data management chain. The projects are technically challenging in a very engaging environment making the most of cutting-edge technologies covering the domains of Real-Time, Big Data, Cloud, and Machine Learning.

Responsibilities
The Engagement & Delivery Lead is the lead role for developing and managing our key business engagements delivered via the ServiceNow platform. The role is accountable for delivering outstanding value and experiences to our colleagues and customers.
The role has three primary purviews:
• To lead our customer engagement activities, generating and exploiting opportunities for new demand.
• To identify and exploit opportunities to innovate and leverage the ServiceNow platform's technology capabilities across the ServiceNow products to deliver outstanding value to our customers and accelerate our time-to-value.
• To lead the delivery engagements across the platform, coaching for best practice and outstanding execution.
The role provides senior managerial engagement and delivery leadership to the different ServiceNow product teams and stakeholders across the Enterprise Service Management Platform. The role ensures that the quality of execution and delivery on the ESM Platform are of the highest standards. The role leads our ESM Platform (cross-product) Scrum of Scrums and manages and resolves conflicts of business and technical deliverables and timescales.
The role provides a key intersect between the alignment of business strategy and the delivery of the associated outcomes on the ESM Platform. The role is that of a people manager, who leads and develops our Business Analysts, Functional Consultants, Agile (Scrum) Leads, and Demand Managers, and has matrix reporting responsibilities to other functional areas.

Skills
Must have

• Have valid, senior ServiceNow certifications in at least three of the following disciplines: ServiceNow Administrator, ServiceNow Implementation Specialist, ServiceNow Development, ServiceNow Platform Architecture, ServiceNow Application Architecture.
• Have demonstrable experience working on multiple, global implementations of multiple ServiceNow products (more than just ITSM), leading engagements from start to successful outcome.

Customer Engagement & Value Opportunities
• Build, develop, and maintain relationships with key stakeholders and decision makers.
• Generate demand and exploit opportunities to drive the digitisation of workflows across the enterprise.
• Own Demand Management for the ESM Platform; ensures that the process is efficient and effective; ensures that all demands are fully qualified and are aligned and prioritised against the platform's strategic objectives.
• Develop and present the value proposition to customers during envisioning; secures customer commitments for
engagement; designs the value outcomes with the customer.
• Identify, create, and exploit opportunities to capitalise upon ServiceNow's capabilities to create outstanding value for our
customers; identify and recommend innovative solutions that exploit the ServiceNow products and/or cross-product
capabilities, and other enterprise technologies to deliver outstanding value propositions.
• Provide Subject Matter Expert leadership during the customer engagement activities e.g. workshops, presentations,
delivery planning.
• Co-design the end-to-end customer experience and be responsible for delivering an outstanding customer experience
from initial engagement through to final delivery.
• Lead the Customer Engagement Forum: organise product capability demonstrations, showcase platform capabilities, sell
the value proposition of the ESM Platform.
• Develop new ESM Platform Service Offerings in conjunction with senior ESM Platform peers.
ESM Platform Delivery Management
• Lead and manage the geographically diverse ESM Platform Engagement Team that acts as the primary interface to
incoming customer opportunities and demands, comprised of Business Analysts, Functional Consultants, Agile Leads, and
Demand Managers.
• Manage key digital transformation initiatives, in conjunction with the Programme Management Office, within agreed time
and cost expectations.
• Plan for, review, prioritise, and de-conflict cross-platform demands, in conjunction with the Product Owners.
• Aggregate and report upon delivery status across platform Agile delivery teams.
• Lead the Scrum of Scrums for the ESM Platform and co-chair senior stakeholder forums.
• Drive the implementation and adoption of the ServiceNow Now Create methodology across the customer engagement and
delivery organisation.
• Ensure that the business analysis and functional consulting activities are delivered to the highest levels of quality and
consistency.
• Drive the adoption and maturity of Agile delivery capabilities across the team.
• Drive a culture of continuous improvement across the ESM Platform and business function technical teams.
• Provide expert delivery guidance and consultation to major programmes and key projects.
• Monitor and improve performance of the team via KPIs & Metrics.
• Provide leadership, coaching, and development to the ESM Platform Engagement Team to drive and maintain a highperformance
culture.
• Engage with vendors and partners to support customer engagement and delivery.
• Ensure that the delivery of customer engagement services is in line with agreed Service Level Targets.
• Support the Director, ESM Platform with the definition and execution Objectives, Key Results for the function.
• Input into the Platform Strategy and Product Roadmaps.
Governance, Risk, & Compliance
• Contribute to the definition and achievement of Governance, Risk, and Compliance Controls for the ESM Platform.
• Ensure that all business risks are proactively identified, recorded, mitigated and/or managed, and reported upon with
regular cadence.
• Ensure that all Audit items for ESM Platform are resolved ahead of or on agreed schedules.
• Contribute to the licence strategy for the ESM Platform.

Nice to have

• Have at least 10 years' experience of working in high-technology business environments.
• Have at least 7 years' experience and a proven-track record of working with the ServiceNow platform and programme delivery in a range of senior roles covering development, architecture, implementation, and consulting roles within global enterprise or consulting/partner organisations.
• Have at least 5 years' experience working in customer engagement roles.
• Are comfortable leading multiple customer engagements in a fast-paced, high-performance environment.
• Have the proven ability to translate business objectives into powerful visions for digital transformation.
• Have proven thought leadership in ServiceNow products and technologies.
• Have proven strategic and critical thinking skills, with the ability to move with agility between strategic and tactical perspectives.
• Have proven skills in designing, leading, and facilitating customer and solution design workshops.
• Have excellent consultation skills and a proven ability to focus on customer value, customer experience, and outcomes.
• The ability to communicate technical scenarios and challenges in clear, simple, and concise business language.
• Have proven experience in leveraging the power of the ServiceNow platform through data and analytics to drive insights and performance improvements.
• Have excellent interpersonal skills, with the capability to build strong, trusted, and effective working relationships via considered and emotional intelligent interactions with internal and external stakeholders across different functions and cultures.
• The ability to adapt one's communication style to influence and persuade others.
• Have proven communication and presentation experience senior business leaders and executives.
• Possess excellent written and verbal communication skills in English.
• Possesses a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.
• Have proven Digital Transformation experience within global, enterprise organisations.
• Possesses a proven willingness to professionally develop and a proven track record thereof.
• Have a pro-active approach to dealing with problems.

Languages
English: C1 Advanced

Seniority
Senior