Job Description

As a Tower Lead, you will participate and actively support business development initiatives by building most robust, optimized, cost effective and victory-oriented solutions for ESM services.

Key Responsibilities:

• End-to-end responsibility for the solution across transition, run and transformation in ESM Portfolio tower portfolio area.
• Responsible for development of the tower solution related elements with support of Solution specialists and SMEs.
• Ensures all client requirements within scope are analyzed and solutioned.
• Works with other tower owners to align solutions.
• Provides detailed cost input including inputs from SMEs and ensures that tagging is in line with strategy set by Solution Lead & DA.
• Identifies cost behaviors of cost lines and relationship to client unit pricing.
• Works with other members of the team to align on common assumptions and to avoid gaps and overlaps.
• Clearly articulates the basis of any subcontractor/supplier (e.g. OSS provide or software supplier) quotes, including assumptions and exclusions and the validity period of pricing – works directly with subcontractor.
• Solutions to the client SLA’s, and documents/agrees any exceptions from the standards.
• Input to Solution Artefacts (Cost systems, RAIDE, Solution Approval pack etc.)
• Reviews and inputs to the contract schedules, SoW, SLA etc.
• Contributes to proposal writing - aligned to sales strategy, themes, scoring mechanism.
• Supports Commercial Lead with Draft/mark-up of the schedules relating your part of the solution (SoW, SLA etc.)
• Supports Solution Lead and contribute to the Sales to Delivery Handover (StDH).
• Brings in market intelligence from a portfolio “competitiveness” standpoint both from the global and regional markets. Key areas are analyzing the client buying patterns, price points and third-party analyst views on the portfolio.
• Good grasp on similar portfolios available in the market with the ability to analyze, stich & customize some of the core portfolio services & solutions, as per specific client needs (not falling under the standard portfolio services & offers).

Qualifications and Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Outstanding English communication, both verbal and non-verbal.
• An experienced Service Integration SME/Architect/Solutions architect/Consultant with proven thought leadership in technical and process implementations.
• Excellent at communicating solutions to both technical and non-technical audiences.
• Analytical mind with evaluative and problem-solving abilities, able to define technical solutions aligned with client’s business problems at an architectural and design level of detail.
• 3+ years of hands-on experience in IT Service Integration design, transition or operations processes.
• 3+ years of hands-on experience in business analysis and configuration or administration of ITSM modules of ServiceNow Platform.
• Familiarity of other Service Management Tools (such as BMC Remedy, Kinetic Data)
• Experience in Service Request Management and Fulfillment, Service Catalogue is a plus.
• Experience in implementation of non-core ServiceNow modules (i.e. Service Portfolio, Service Offerings, etc.)
• Experience in implementation of non-ITSM ServiceNow modules (i.e. HR, Shared Services, Security, etc.)
• Experience in Service Asset Configuration Management.
• Experience in Organizational Change Management.