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.    Qualifications Education: Bachelor's in Computer Science, Business, or Engineering (required) MBA or Master's in Technology Strategy or Management (preferred) Experience: 10–15 years in digital transformation or operational strategy 5+ years designing or managing command/operations center models Experience leading transformations involving tools such as Splunk, ServiceNow, BMC, Grafana Core Competencies: ITOM/ITSM operating models Strategic planning, KPI alignment, enterprise transformation Business-technology alignment and maturity modeling Executive communication, facilitation, and change leadership Certifications (Preferred): ITIL 4 Strategist or Leader TOGAF / COBIT Prosci Change Management Practitioner