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)