Head of Enterprise Service Management

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Head of Enterprise Service Management

The Opportunity

We are seeking an experienced Head of Enterprise Service Management (ESM), reporting to the Head of Infrastructure and Operations. As a senior role in the infrastructure and operations (I&O) function within IT, this individual is responsible to build champion, refine and build a future-fit the ESM organization for JLL.

The head of ESM brings experience, knowledge, and future vision for transforming the ESM function including its strategy, operating model, product and service offerings and workforce. The role holder is a senior stakeholder in all ESM relationships.

As a key member of the senior I&O leadership team this role contributes to the development and execution of the enterprise-wide IT strategy and is responsible for ensuring ESM strategy is fully aligned, positioning ESM to deliver compelling business value.

This individual is expected to support the Head of I&O and all engineering and business leaders by implementing ESM solutions that align to the enterprise architecture framework and roadmap. She or he will also serve on the IT planning and policy making committees and will drive the development and adoption of enterprise technology standards, governance processes and performance metrics.

The role has Operational and Technical/Development Ownership of JLL's ITIL/ITSM functions and platforms (Incident/Problem, Change/Release, CMDB). The role must drive business engagement and improvement to the functions. This includes Level 1, 2 and 3 Support ITSM Functions.

Key Responsibilities

* Create and execute strategy:
Create and communicate a pioneering vision for ESM, including the value proposition in digital transformation, optimization of cloud and adoption of innovative technologies, such as generative AI.

* Optimize, redesign, and deliver operating models for ESM platforms and services:
Streamline service management practices, enable a compelling digital employee experience and improve the value the enterprise receives from infrastructure platforms and services.

* Champion innovation. Take advantage of breakthrough technologies by embracing generative AI, automation and observability.

* Manage and optimize ITIL/ITSM environment:
Create and execute strategies for ESM and maximize the value the enterprise receives from investments in ESM.

* Develop and engage talent:
Create future-proofing talent strategies to develop, upskill, and retain an adaptive workforce amid the impact of generative AI and automation and adopt leadership principles that engage teams and executives to change culture build soft skills and improve the employee experience.

* Achieve operational excellence:
Modernize to a cost-optimized, on-time, and stable infrastructure (SNow) that addresses technical debt and minimizes risks of new initiatives. Build a scalable and resilient platform to power business growth.

* Drive and communicate outcomes:
Build relationships and collaborate effectively across various levels of the organization. Able to convey complex technical concepts and strategies that resonate with technical and non-technical stakeholders.

* Define, Measure and Drive Success:
Define the value of ESM, including objectives, metrics and KPIs, and track outcomes against goals, such as reducing risk and optimizing cost. Drives the adoption of (and commitment towards) service improvements through a programmatic approach to continuous improvement which also measures impact and shares results.

o Continuously evaluates the business value of ESM, including the use of metrics such as Key Performance Indicators, Outcome Driven…