Program Manager - ITSM TAN

Program Manager – ITSM TAN

Role Details

Job Title: ITSM TAN (Center of Excellence) Program Manager – ServiceNow & Cloud CoE

(Contractor)

Location: Remote – PAN India (Travel to Eisai GCC, Vizag as required)

Experience Level: 10+ years (Senior Program/Project Manager)

Job Type: Contractor

Department: Global IT – Global IT Service Management (GITSM)

ABOUT THE COMPANY / TEAM

Purpose Statement:

(Brief overview of the department/center and its mission)

EISAI Global Digital Business Transformation (GDBT) centre in Vizag is our first truly global

capability center (GCC) providing high quality IT capability services across the globe for

various EISAI regions. The centre leverages internal critical technical competencies to

engineer, build, secure, and operate consolidated cost optimized global infrastructure

platforms supporting our human health care (hhc) mission.

Eisai's Global IT organization is driving a multi‑year transformation to establish a unified,

scalable, and intelligent Global IT Service Management (GITSM) ecosystem. As part of this

journey, Eisai is rolling out a single global ITSM platform (ServiceNow) and establishing a

Technology Alignment Network (TAN) — Eisai's model for a Center of Excellence (CoE) —

to govern, standardize, and continuously improve ITSM and Cloud services globally.

The ITSM TAN, leveraging Eisai's Global Capability Center (GCC), will act as the governing

and enabling body for ITSM process excellence, platform governance, adoption, and

continual improvement across regions while ensuring alignment with regulatory, data

sovereignty, and operational requirements.

POSITION OVERVIEW

Role Summary:

Eisai is seeking a seasoned ITSM TAN Program Manager (Contractor) to lead program

execution for the global rollout of the GITSM platform (ServiceNow) and to operationalize

the ITSM TAN (CoE).

This role will also support the operationalization of the Cloud CoE, helping drive adoption,

standards, and governance defined by the Cloud CoE team.

The role will have an approximate work split of 70% ITSM TAN / GITSM rollout and 30%

Cloud CoE enablement, and will report directly to the Global ITSM Lead.

Why This Role Exists:

• To ensure disciplined, end‑to‑end program execution of the global ServiceNow rollout
• across regions
• To stand up and operationalize the ITSM TAN (CoE), enabling governance, standards,
• reporting, and adoption
• To provide strong cross‑tower coordination across process, platform, SMO, and regional
• stakeholders
• To support Cloud CoE operational maturity, ensuring standards and governance are
• executed consistently

KEY RESPONSIBILITIES

ITSM TAN & GITSM Rollout (Approx. 70%)

Program & Delivery Leadership:

• Own end‑to‑end program management for the global ServiceNow (GITSM) rollout across phases (Design → Build → Deploy → Stabilize)
• Drive timeline management, dependency tracking, milestone delivery, and issue resolution across regions
• Maintain program‑level artifacts including RAID logs, integrated plans, dashboards, and executive reporting

ITSM TAN (CoE) Operationalization:

Lead the setup and operationalization of the ITSM TAN (CoE), aligned to the approved

charter and roadmap

• Support definition and execution of:
• Governance structure & cadence
• Operating model and RACI
• Decision frameworks and intake processes
• Coordinate across Process Governance, Platform Governance, and Service Management Office (SMO) towers

Stakeholder & Vendor Management:

• Act as a single coordination point between Global ITSM leadership, regional ITSM leads, GCC teams, and implementation partners
• Support vendor governance, delivery tracking, and contractual milestone oversight during rollout phases
• Prepare and deliver executive‑level updates for Global IT leadership and steering forums

Adoption, Readiness & Change Enablement:

• Drive rollout readiness, regional onboarding, and adoption planning
• Coordinate training, communications, and transition activities in partnership with ITSM SMEs and change teams
• Ensure consistent process and platform adoption aligned with TAN standards
• Cloud CoE Enablement (Approx. 30%)

Support the operationalization of the Cloud CoE, helping execute standards, governance, and operating practices defined by the Cloud CoE team Assist with:

• Program tracking for Cloud CoE initiatives
• Cross‑team coordination and reporting
• Governance cadence and artefact management

Ensure alignment between ITSM and Cloud CoE operating models, where applicable (e.g., CMDB, service mappings, operational KPIs)

REQUIRED SKILLS & EXPERIENCE

Experience Requirements

• 10+ years of experience as a Project / Program Manager in enterprise IT environments
• Mandatory: Proven experience leading ServiceNow platform rollouts in a large, global enterprise
• Strong exposure to ITSM transformation programs involving multiple regions and stakeholders
• Experience working with system integrators / implementation partners ITSM & Platform Knowledge
• Strong understanding of ITIL‑based ITSM processes (Incident, Change, Problem,
• Request, CMDB, Service Catalog, Knowledge)
• Familiarity with ServiceNow modules such as ITSM, CMDB, ITOM, Service Catalog, Integrations, and Reporting
• Exposure to ITSM CoE / TAN / governance models is a strong plus

Program & Leadership Skills

Expert‑level capability in:

• Program planning & execution
• Risk & issue management
• Dependency management
• Executive and stakeholder communication

Ability to work effectively across global, distributed teams

Strong documentation and reporting discipline

Soft Skills

• Excellent communication, facilitation, and influencing skills
• Ability to operate in a high‑ambiguity, transformation environment
• Strong ownership mindset; comfortable driving outcomes without formal authority

PREFERRED QUALIFICATIONS

• Experience in pharma, life sciences, or other regulated industries
• Exposure to Cloud CoE, Cloud Governance, or Cloud Transformation programs
• Familiarity with Agile / hybrid delivery models
• ITIL certification (Foundation or above) – preferred

EDUCATION & CERTIFICATIONS

Education

• Bachelor's degree in Engineering, Computer Science, or related field
• Master's degree – preferred

Certifications (Preferred)

• ITIL
• PMP / PRINCE2 / equivalent Program Management certification
• ServiceNow exposure or implementation credentials (desirable)