Digital Transformation Consultant

Key Responsibilities

• Maturity Assessment & Roadmap Definition
• Assess current CCC operations using maturity models (ITIL 4, Gartner, CMMI).
• Identify gaps in process, governance, and tools (e.g., fragmented use of Splunk, BMC MainView, ServiceNow).
• Develop a detailed transformation roadmap to reach Maturity Level 5 with prioritized actions.
• Target Operating Model (TOM) Design
• Define a future-state CCC operating model across people, process, technology, governance.
• Align the use of platforms (e.g., Dynatrace for observability, ServiceNow for ITSM, SolarWinds for network monitoring).
• Recommend service delivery structure (centralized, federated, hybrid) with clear roles.
• Governance & Business Alignment
• Design governance processes, steering structures, and operating rhythms.
• Align KPIs with executive dashboards and outcome-driven metrics.
• Integrate reporting across systems (e.g., Grafana dashboards with real-time health indicators).
• Stakeholder Management & Communication
• Facilitate executive workshops to validate vision and secure buy-in.
• Build alignment between operations and business outcomes using data from Elastic Stack and ServiceNow CMDB.
• Manage change communications across teams and layers.
• Change Management & Transformation Enablement
• Define and drive adoption plans for new tools and processes.
• Build awareness campaigns, capability training, and internal champions.

Monitor adoption of platforms like ServiceNow and Dynatrace during rollout.

Requirements