Enterprise Services Manager (ESM)

Role Purpose: Serve as the design authority for all IT-related service management processes, ensuring legacy IT habits are transformed into ServiceNow Out-of-the-Box (OOTB) standard workflows.Key Responsibilities:Lead Fit-to-Standard workshops for IT Service Management (Incident, Problem, Change, Request, Workflows and Knowledge).Act as the bridge between IT process owners and downstream technical developers, preventing unnecessary platform customizations.Ensure IT process design inherently supports clean data capture for CMDB and future AI/automation readiness.Required Profile: Deep expertise in ITIL V4 and ServiceNow ITSM. Must be highly persuasive in challenging legacy IT processes and driving adoption of industry-standard workflows.