Key Responsibilities
- Maturity Assessment & Roadmap Definition
- Assess current CCC operations using maturity models (ITIL 4, Gartner, CMMI).
- Identify gaps in process, governance, and tools (e.g., fragmented use of Splunk, BMC MainView, ServiceNow).
- Develop a detailed transformation roadmap to reach Maturity Level 5 with prioritized actions.
- Define a future-state CCC operating model across people, process, technology, governance.
- Align the use of platforms (e.g., Dynatrace for observability, ServiceNow for ITSM, SolarWinds for network monitoring).
- Recommend service delivery structure (centralized, federated, hybrid) with clear roles.
- Design governance processes, steering structures, and operating rhythms.
- Align KPIs with executive dashboards and outcome-driven metrics.
- Integrate reporting across systems (e.g., Grafana dashboards with real-time health indicators).
- Facilitate executive workshops to validate vision and secure buy-in.
- Build alignment between operations and business outcomes using data from Elastic Stack and ServiceNow CMDB.
- Manage change communications across teams and layers.
- Define and drive adoption plans for new tools and processes.
- Build awareness campaigns, capability training, and internal champions.
Monitor adoption of platforms like ServiceNow and Dynatrace during rollout.
Requirements
- Education:
- Bachelor's in Computer Science, Business, or Engineering (required)
- MBA or Master's in Technology Strategy or Management (preferred)
- Experience:
- 10–15 years in digital transformation or operational strategy
- 5+ years designing or managing command/operations center models
- Experience leading transformations involving tools such as Splunk, ServiceNow, BMC, Grafana
- Core Competencies:
- ITOM/ITSM operating models
- Strategic planning, KPI alignment, enterprise transformation
- Business-technology alignment and maturity modeling
- Executive communication, facilitation, and change leadership
- Certifications (Preferred):
- ITIL 4 Strategist or Leader
- TOGAF / COBIT
- Prosci Change Management Practitioner