Enterprise Service Management (ESM) Transformation Director

Here at Valiantys, we are one of the world’s largest Atlassian partners, helping organizations work better through scalable, people-centered solutions. As an Atlassian Platinum Solution Partner with a global footprint, we support customers across industries as they adopt ITSM, Agile at Scale, and modern work management practices.

Our teams work at the intersection of strategy and delivery, partnering closely with customers to translate complex business challenges into clear, actionable solutions built on best practices and leading platforms.

• 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 Valiantys’ footprint across ESM strategy, service-management operating models, Jira Service Management, 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.

Strategic offering enablement

Partner with the Global/North American ESM Practice leaders to:

• Identify market needs, client problems, and emerging technologies that should become repeatable Valiantys propositions in ESM transformation.

• Create clear offer definitions, target audiences, value propositions, delivery approaches, qualification criteria, pricing assumptions, and proof points.

• 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.

• Convert successful client work into reusable methods, accelerators, case studies, benchmarks, and expansion plays while mentoring consultants and enabling ESM practice development.

• Define measurable value cases that demonstrate 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 that connect strategy, operating model, governance, processes, technology, organization, adoption, and value realization.

• Lead solutioning 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 that expand Valiantys’ footprint across Jira Service Management, Assets, Confluence, Atlassian Cloud, Rovo and 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 Valiantys as a trusted ESM transformation partner.

• Build partner-led motions with Atlassian and complementary technology providers to create differentiated solutions and scalable demand.

Client engagement, delivery, and value realization

• 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.

• Ensure that target operating models, process changes, platform capabilities, and adoption plans work together to create sustainable business value.

Do you have what it takes to be our new ESM Transformation Director?

• 10+ years 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, preferably Jira Service Management, Assets, Confluence, Atlassian Cloud, integrations, and related automation or reporting capabilities.

• 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.

• Leadership and influence: proven ability to develop high-performing teams, align cross-functional stakeholders, communicate with executives, and sell consultatively.

• Bachelor’s degree in Business, Computer Science, Engineering, Information Systems, or a related field; advanced degree a plus.

Preferred Qualifications

• Experience with ServiceNow and within the Atlassian ecosystem, including Jira Service Management, Assets, Confluence, Atlassian Cloud, Rovo, and related integrations.

• 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 Atlassian, AWS, Azure, or other partner organizations and experience creating joint go-to-market motions.

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

Location and compensation

Location: This role can be located in Canada or in the United States. We offer a flexible remote working policy.

Why you should apply?

What we offer - Employee Perks & Benefits