Service Delivery Manager - Transformation

Transformation Consulting

Full Time Permanent /Remote

Our client is a global technology consulting and transformation firm that helps organizations modernize the way they work through technology, process improvement, and people-centered transformation.

With an international footprint and deep expertise across enterprise technology platforms, the organization works with clients across industries to navigate complex transformations spanning IT service management, enterprise service management, Agile ways of working, workflow automation, and modern work management.

This is an opportunity to join a growing, internationally oriented consulting organization at a point where enterprise transformation, automation, and AI are creating significant new opportunities for growth.

The Enterprise Service Management (ESM) Transformation Director is a commercially accountable growth leader responsible for building pipeline, winning strategic transformation engagements, expanding enterprise accounts, and achieving revenue and margin objectives across the organization’s transformation portfolio.

The role combines enterprise sales leadership, market activation, strategic offering development, and client delivery excellence.

The Director will support growth across a portfolio of strategic and enterprise accounts, including new-logo acquisition, account expansion, qualified pipeline development, pursuit leadership, and client value realization.

This individual will act as a trusted advisor to CIOs, CTOs, COOs, CHROs, CFOs, and other business-function leaders seeking to modernize service delivery across the enterprise.

The successful candidate will be equally comfortable working with business executives, service-management leaders, sales teams, enterprise architects, technology partners, and delivery organizations.

They will translate complex business needs into compelling multi-year ESM transformation roadmaps, differentiated commercial propositions, and measurable outcomes spanning service strategy, operating models, governance, process modernization, platform adoption, automation, employee experience, and AI-enabled service delivery.

Own the ESM transformation portfolio across assigned strategic and enterprise accounts, with accountability for qualified pipeline, bookings, revenue, margin, client outcomes, satisfaction, and growth.

Partner with Sales Account Executives to identify, qualify, and prioritize ESM opportunities across strategic and enterprise accounts, including new-logo acquisition and existing-account expansion.

Serve as the Transformation Consulting lead from opportunity identification through executive alignment, solution shaping, proposal, negotiation, and close.

Co-develop and execute account strategies that expand the organization’s footprint across ESM strategy, service-management operating models, enterprise service management platforms, employee service delivery, workflow automation, governance, and AI.

Build trusted relationships with executive sponsors and create clear paths from initial service-management opportunities to broader enterprise transformation.

Identify market needs, client challenges, and emerging technologies that can become repeatable propositions within the ESM transformation portfolio.

Shape propositions that connect IT service management with enterprise service management across functions such as HR, Finance, Legal, Facilities, Procurement, and Customer or Employee Support.

Define measurable value cases demonstrating improvements in service quality, employee experience, operational efficiency, governance, risk reduction, and cost-to-serve.

Transformation Solutions

Co-design and deliver end-to-end ESM transformation frameworks connecting strategy, operating model, governance, processes, technology, organization, adoption, and value realization.

Lead solutions for complex pursuits spanning service-management strategy, service catalogs, request fulfillment, incident, problem and change management, knowledge management, asset and configuration management, service-level management, reporting, and workflow automation.

Shape engagements involving leading enterprise service-management and workflow platforms, cloud technologies, automation, AI-enabled service operations, integrations, data and reporting, and enterprise workflow orchestration.

Help clients define practical target states, phased roadmaps, investment cases, governance models, implementation priorities, and measurable success criteria.

Engage credibly with technical, operational, and business stakeholders while keeping the conversation anchored to business value, service experience, adoption, and outcomes.

Establish pragmatic approaches to service-management data, controls, integration, security, compliance, and operating-model sustainability.

Go-to-Market

Co-develop and execute a robust go-to-market strategy for the ESM transformation portfolio in partnership with Sales, Marketing, Practices, regional leadership, and strategic technology partners.

Create repeatable industry, account, and use-case plays for ITSM modernization, enterprise service delivery, shared services, employee experience, service governance, and workflow transformation.

Equip Account Executives with messaging, discovery questions, qualification guidance, case studies, proposal content, value hypotheses, and commercial plays.

Lead executive briefings, client workshops, industry events, thought leadership, QBRs, and joint campaigns that generate qualified demand and position the organization as a trusted ESM transformation partner.

Serve as a trusted advisor to CIOs, CTOs, COOs, CHROs, CFOs, service-management executives, and business-function leaders.

Act as the senior client relationship and value-realization leader, maintaining executive alignment through steering committees, QBRs, outcome reviews, and transformation governance.

Partner with Engagement Directors, engagement managers, and delivery teams on execution, governance, risks, and escalations, ensuring delivery quality and translating success into account expansion.

Connect transformation activity to measurable outcomes such as improved employee and customer experience, faster request resolution, greater self-service adoption, reduced manual work, improved SLA performance, stronger controls, and lower operating cost.

10+ years of experience in consulting, professional services, enterprise technology, or service-management roles, with at least 5 years in client-facing leadership such as Client Partner, Engagement Director, Transformation Director, or equivalent, including significant enterprise sales or commercial leadership experience.

Commercial leadership experience scaling consulting offerings and go-to-market plays, leading multi-million-dollar portfolios, and managing complex pursuits in close partnership with Account Executives and delivery leadership.

Enterprise Service Management expertise with a proven track record designing or leading service-management transformations across IT and at least one business function, including operating models, governance, processes, service catalogs, workflow, experience, and value measurement.

Strong ITSM and service-management foundation across capabilities such as incident, request, problem, change, knowledge, asset and configuration management, service-level management, reporting, continual improvement, and service governance.

Practical experience with enterprise workflow and service-management platforms, ideally including leading cloud-based service-management, collaboration, workflow, automation, and reporting technologies.

AI-enabled service management experience, with demonstrated ability to embed AI, automation, virtual agents, knowledge intelligence, or agentic workflows into service operations and employee service delivery in a responsible and measurable way.

Bachelor’s degree in Business, Computer Science, Engineering, Information Systems, or a related field; Experience with major service-management and enterprise workflow platforms, including experience within a leading cloud-based technology ecosystem.

ITIL 4, ITSM, COBIT, VeriSM, or equivalent service-management certification.

Experience leading enterprise-wide shared-services, employee-service, or business-function workflow transformations across HR, Finance, Legal, Facilities, Procurement, or similar functions.

Experience developing service catalogs, operating-level agreements, service-level objectives, experience measures, governance models, and service-performance dashboards.

Experience scaling AI and automation capabilities in regulated or complex enterprise environments, including responsible AI governance, knowledge management, and integration architecture.

Established network within major technology and cloud partner organizations and experience creating joint go-to-market motions.

Prior P&L ownership in consulting or systems integration is a plus.

This role can be based in the United States or Canada and offers a flexible remote working environment.

The position includes competitive compensation with an annual performance-based bonus, along with a comprehensive benefits package.

This is an opportunity to join an established but growth-oriented technology consulting organization where transformation, technology, and commercial growth intersect.

The role offers significant visibility with enterprise clients and executive stakeholders, while providing the opportunity to help shape a growing ESM transformation practice and influence how new offerings, go-to-market strategies, and client solutions are developed.

The organization offers a collaborative, multicultural, and internationally oriented environment with opportunities for professional development, flexibility, and long-term career growth.

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