Job Description

Program Manager – ITSM TAN

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Role Details

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

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(Contractor)

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

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

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Job Type: Contractor

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

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ABOUT THE COMPANY / TEAM

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Purpose Statement:

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

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

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

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

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

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platforms supporting our human health care (hhc) mission.

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

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

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

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

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

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

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

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continual improvement across regions while ensuring alignment with regulatory, data

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sovereignty, and operational requirements.

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POSITION OVERVIEW

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Role Summary:

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

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

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the ITSM TAN (CoE).

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

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standards, and governance defined by the Cloud CoE team.

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

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

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Why This Role Exists:

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

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ITSM TAN & GITSM Rollout (Approx. 70%)

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Program & Delivery Leadership:

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

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

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charter and roadmap

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

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

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



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

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- Program tracking for Cloud CoE initiatives
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- Cross‐team coordination and reporting
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- Governance cadence and artefact management
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Ensure alignment between ITSM and Cloud CoE operating models, where applicable (e.g., CMDB, service mappings, operational KPIs)

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REQUIRED SKILLS & EXPERIENCE

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Experience Requirements

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

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Expert‐level capability in:

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- Program planning & execution
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- Risk & issue management
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- Dependency management
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- Executive and stakeholder communication
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Ability to work effectively across global, distributed teams

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Strong documentation and reporting discipline

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Soft Skills

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

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

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Education

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- Bachelor's degree in Engineering, Computer Science, or related field
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- Master's degree – preferred
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Certifications (Preferred)

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- ITIL
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- PMP / PRINCE2 / equivalent Program Management certification
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- ServiceNow exposure or implementation credentials (desirable)
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📌 Program Manager - ITSM TAN (Modavalasa)
🏢 Eisai Pharmaceuticals India
📍 Modavalasa