Head of Solutions Delivery

Main responsibilities:

Solutions Delivery and Management

• Lead the full lifecycle of service management solutions, primarily ServiceNow, from design to maintenance.
• Define and enforce architectural standards to ensure compliance, scalability, and integration across platforms.
• Make strategic technology decisions aligned with business priorities and long-term vision.
• Develop and maintain a solutions roadmap that reflects organizational goals and evolving needs.
• Introduce innovative technologies to enhance service delivery and operational efficiency.
• Ensure configurations are optimized for performance, usability, and business alignment.
• Oversee complex system integrations to guarantee platform stability and interoperability.
• Continuously assess platform performance and implement targeted improvements for reliability and user experience.

Stakeholder and Vendor Management

• Build and maintain strong relationships with key stakeholders across Business Operations and DIGITAL.
• Represent the Solutions team in governance forums and steering committees to influence strategic decisions.
• Manage vendor contracts and partnerships to ensure quality, cost-effectiveness, and compliance.
• Communicate solution value, performance, and roadmap progress to executive leadership.
• Coordinate with vendors for platform support, upgrades, and license management.
• Collaborate with business stakeholders to capture requirements and align priorities.
• Provide transparent updates on platform status, enhancements, and key initiatives.
• Work with technical teams to resolve complex issues and maintain service continuity

Operational Excellence

• Establish and maintain solution configuration and support standards, methodologies, and best practices
• Implement metrics and reporting frameworks to measure solution effectiveness
• Drive continuous improvement initiatives based on performance data and user feedback
• Ensure compliance with security, data privacy, and regulatory requirements
• Promote solution adoption through training programs, user forums, and engagement initiatives.
• Monitor license usage and resource allocation to optimize costs and ensure compliance.
• Define and enforce governance policies and procedures for solution management.
• Track and report on platform performance, technical compliance, and operational health.

Team & Budget Leadership

• Develop and manage team budget and resource allocation
• Prioritize initiatives based on business impact and resource constraints
• Optimize team structure and capabilities to meet evolving business needs
• Identify opportunities for efficiency gains and cost optimization

Experience

• 7+ years of experience in software development, solution management, business analysis, or related fields
• 3+ years of people management experience leading development and/or business analysis teams
• Proven track record in developing/implementing, configuring and managing enterprise solutions dealing with non-IT/infra/telecom areas
• Experience in managing service management solutions and related tools
• Experience in global and cross-functional environment
• Background in Global Business Services area
• Background in Digital product management

Soft skills

• Strategic thinking with ability to connect technology solutions to business outcomes
• Strong leadership and team development capabilities
• Excellent communication and presentation skills at all organizational levels
• Effective stakeholder management and negotiation abilities
• Problem-solving approach with focus on business value delivery
• Change management and organizational transformation expertise

Technical skills

• Advanced in Software architecture and development
• Advanced in ServiceNow development, configuration and administration
• Advanced in project and portfolio management including business case development and prioritization frameworksIntermediate in data privacy principles and compliance requirements
• Working knowledge of LEAN, Design Thinking, and Continuous Improvement frameworks