Position listed on behalf of a partner company that manages all applications and next steps.
Senior commercial and transformation leadership role focused on driving enterprise service management growth across strategic and enterprise accounts.
Responsibilities
Own the ESM transformation portfolio across strategic and enterprise accounts, with accountability for qualified pipeline, bookings, revenue, margin, client outcomes, satisfaction, and account growth.
Partner with Sales Account Executives to identify and qualify new-logo and expansion opportunities.
Develop account strategies that expand adoption across ESM strategy, service-management operating models, Jira Service Management, employee service delivery, workflow automation, governance, and AI-enabled capabilities.
Build trusted relationships with CIOs, CTOs, COOs, CHROs, CFOs, service-management executives, and business-function leaders.
Identify market needs, emerging technologies, and client challenges that can be converted into repeatable ESM propositions.
Design and lead end-to-end ESM transformation frameworks connecting strategy, operating models, governance, processes, technology, organizational change, adoption, and value realization.
Lead solutioning across service catalogs, request fulfillment, incident, problem and change management, knowledge management, asset and configuration management, service-level management, reporting, workflow automation, and continual improvement.
Shape solutions involving Jira Service Management, Assets, Confluence, Atlassian Cloud, Rovo, AI-enabled service operations, integrations, data, reporting, and enterprise workflow orchestration.
Develop and execute ESM transformation go-to-market strategies with Sales, Marketing, Practices, regional leadership, and strategic technology partners.
Equip Account Executives with discovery frameworks, qualification guidance, messaging, case studies, proposal materials, value hypotheses, and commercial plays.
Develop partner-led opportunities with technology providers and build differentiated, scalable solutions.
Maintain executive alignment through steering committees, QBRs, outcome reviews, and transformation governance.
Connect transformation initiatives to measurable outcomes such as improved employee and customer experience, faster request resolution, greater self-service adoption, reduced manual effort, stronger controls, improved SLA performance, and lower operating costs.
Convert successful engagements into reusable methods, accelerators, case studies, benchmarks, and expansion plays while mentoring consultants.
Requirements
10+ years in consulting, professional services, enterprise technology, or service-management roles, including at least 5 years in client-facing leadership positions such as Client Partner, Engagement Director, Transformation Director, or equivalent.
Proven experience scaling consulting offerings and go-to-market programs, leading multi-million-dollar portfolios, and managing complex enterprise pursuits.
Demonstrated experience designing or leading Enterprise Service Management transformations across IT and at least one business function.
Strong knowledge of incident, request, problem, change, knowledge, asset and configuration management, service-level management, reporting, continual improvement, and service governance.
Practical experience with enterprise workflow and service-management platforms, preferably Jira.