Enterprise Service Management (ESM) Transformation Director

CanadaRemoteFull-timeexecutive

OtherDirector

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Quick Summary

Requirements Summary

Design and lead end-to-end ESM transformation frameworks connecting strategy, operating models, governance, processes, technology, organizational change, adoption, and value realization.

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OtherDirector

This is a senior commercial and transformation leadership role focused on driving enterprise service management growth across strategic and enterprise accounts.
You will combine consulting leadership, enterprise sales, offering development, and client value realization to deliver measurable business outcomes.
The role involves advising senior executives on modernizing service delivery across IT and business functions such as HR, Finance, Legal, Facilities, and Procurement.
You will shape multi-year transformation roadmaps spanning operating models, governance, processes, platforms, automation, employee experience, and AI-enabled service delivery.
You will also help build scalable go-to-market strategies, strengthen strategic partnerships, and turn successful client engagements into repeatable offerings.
Success will depend on your ability to connect commercial growth with high-quality delivery, executive relationships, sustainable adoption, and measurable value.
This is an opportunity to influence enterprise transformation at scale while working across sales, consulting, delivery, technology partners, and client leadership teams.

Commercial Growth: Own the ESM transformation portfolio across strategic and enterprise accounts, with accountability for qualified pipeline, bookings, revenue, margin, client outcomes, satisfaction, and account growth.
Account Leadership: Partner with Sales Account Executives to identify and qualify new-logo and expansion opportunities, leading transformation consulting activities from opportunity discovery through executive alignment, solution shaping, proposal, negotiation, and close.
Strategic Account Expansion: 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.
Executive Advisory: Build trusted relationships with CIOs, CTOs, COOs, CHROs, CFOs, service-management executives, and business-function leaders, creating pathways from initial service-management needs to broader enterprise transformation.
Offering Development: Identify market needs, emerging technologies, and client challenges that can be converted into repeatable ESM propositions, defining target audiences, value propositions, delivery approaches, qualification criteria, pricing assumptions, and supporting proof points.
Transformation Solutioning: Design and lead end-to-end ESM transformation frameworks connecting strategy, operating models, governance, processes, technology, organizational change, adoption, and value realization.
Service Management Transformation: 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.
Technology Enablement: Shape solutions involving Jira Service Management, Assets, Confluence, Atlassian Cloud, Rovo, AI-enabled service operations, integrations, data, reporting, and enterprise workflow orchestration.
Go-to-Market: Develop and execute ESM transformation go-to-market strategies with Sales, Marketing, Practices, regional leadership, and strategic technology partners, including industry plays, executive briefings, workshops, events, thought leadership, and joint campaigns.
Sales Enablement: Equip Account Executives with discovery frameworks, qualification guidance, messaging, case studies, proposal materials, value hypotheses, and commercial plays that strengthen ESM opportunities.
Partner Ecosystem: Develop partner-led opportunities with technology providers and build differentiated, scalable solutions and demand-generation motions.
Client Value & Delivery: Maintain executive alignment through steering committees, QBRs, outcome reviews, and transformation governance while partnering with engagement and delivery leaders to manage execution, risks, escalations, quality, and account expansion.
Value Realization: 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.
Practice Development: Convert successful engagements into reusable methods, accelerators, case studies, benchmarks, and expansion plays while mentoring consultants and supporting the continued development of the ESM practice.

Requirements

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Experience: 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.
Commercial Leadership: Proven experience scaling consulting offerings and go-to-market programs, leading multi-million-dollar portfolios, and managing complex enterprise pursuits alongside sales and delivery leadership.
ESM Expertise: Demonstrated experience designing or leading Enterprise Service Management transformations across IT and at least one business function, covering operating models, governance, processes, service catalogs, workflow, experience, and value measurement.
ITSM Foundation: Strong knowledge of incident, request, problem, change, knowledge, asset and configuration management, service-level management, reporting, continual improvement, and service governance.
Technology Platforms: Practical experience with enterprise workflow and service-management platforms, preferably Jira Service Management, Assets, Confluence, Atlassian Cloud, integrations, automation, and reporting capabilities.
AI-Enabled Service Management: Experience applying AI, automation, virtual agents, knowledge intelligence, or agentic workflows to service operations and employee service delivery in a responsible and measurable way.
Leadership & Influence: Proven ability to develop high-performing teams, influence cross-functional stakeholders, communicate effectively with executives, and lead consultative sales conversations.
Education: Bachelor’s degree in Business, Computer Science, Engineering, Information Systems, or a related field; an advanced degree is a plus.
Preferred Certifications: ITIL 4, ITSM, COBIT, VeriSM, or equivalent service-management certification is valued.
Business Transformation: Experience leading enterprise-wide shared-services, employee-service, or business-function workflow transformations across areas such as HR, Finance, Legal, Facilities, or Procurement.
Service Governance: Experience developing service catalogs, operating-level agreements, service-level objectives, experience measures, governance frameworks, and service-performance dashboards.
AI & Governance: Experience scaling AI and automation in regulated or complex enterprise environments, including responsible AI governance, knowledge management, and integration architecture.
Partner Ecosystem: Established relationships within technology partner ecosystems such as Atlassian, AWS, or Azure, with experience creating joint go-to-market initiatives.
P&L Experience: Previous P&L ownership within consulting or systems integration is a plus.
Work Authorization: Must be legally authorized to work in Canada or the United States without requiring current or future employment visa sponsorship.

What We Offer

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✓Compensation: Competitive compensation package with an annual performance-based bonus.

✓Healthcare: Comprehensive health insurance.

✓Retirement: 401(k) plan with company matching.

✓Paid Time Off: Four weeks of PTO per year, plus public holidays.

✓Remote Work: Flexible remote working policy.

✓Professional Development: Dedicated time and budget to develop skills and support long-term career growth.

✓Work-Life Balance: Flexibility and support designed to help employees balance professional and personal priorities.

✓International Environment: Opportunity to work within a multicultural, international team.

✓Strategic Impact: Senior-level opportunity to shape enterprise transformation strategies, commercial growth, and measurable client outcomes.

✓Technology Exposure: Work across modern service-management platforms, workflow automation, AI-enabled service delivery, and enterprise transformation initiatives.