ESM & Digital Transformation Experience: Understanding of Enterprise Service Management principles and experience supporting digital transformation initiatives, ideally in a partnership environment supporting senior directors across multiple business functions.
ServiceNow Platform Knowledge: Experience with ServiceNow products & scoped apps. Including understanding of service catalogues, workflow automation, and cross-functional service delivery.
Cross-Functional Collaboration: Proven experience working with or managing relationships across global teams and diverse business functions (HR, Finance, Legal, Facilities), including familiarity with cultural and time-zone considerations in service delivery.
Change Management & Process Digitalisation: Demonstrated ability to help teams transition from manual processes to digital service platforms, with intellectual curiosity and willingness to learn emerging ESM technologies.
Technical Competence: High level of technical competence on Microsoft Office suite and ServiceNow platform, with willingness to learn other ESM tools and technologies.
Service Excellence Mindset: Professionalism and flexibility to take on added responsibilities when required, with focus on service-centric delivery and continuous improvement.
Organisational & Project Management: Excellent organisational skills and ability to prioritise work across multiple business functions to meet service delivery deadlines.
Stakeholder Management: Strong communication skills and expertise in dealing with people across different business functions, facilitating ESM adoption and ServiceNow onboarding.
Collaborative Leadership: Proven team player with ability to work on own initiative whilst supporting enterprise-wide service transformation.
Commercial Acumen: Exercise judgement over investments with a focus on return on investment and how we can realise the efficiencies from the changes we've made.
Training & Knowledge Transfer: Provide ESM training and knowledge transfer to teams across business functions, ensuring ServiceNow processes and ESM principles are adhered to effectively.
