Digital Transformation Enablement Manager

Job Title: Digital Transformation Enablement Manager

Reporting to: IT Service Management (ITSM) Lead

Location: Makati, Philippines

Position Overview

The Digital Transformation Enablement Manager drives the successful adoption and integration of digital tools, platforms, and IT services across the organization. Working within IT Service Management, the role ensures employees are equipped to use technology effectively, supporting smooth digital transformation and improved business outcomes. The position partners closely with IT, HR, Communications, and various business units to design enablement strategies, enhance the digital experience, and accelerate value realization from digital investments.

Key Responsibilities

Digital Transformation and Enablement Strategy

• Develop and implement enterprise-wide enablement strategies for digital transformation initiatives and IT service deployments.

• Build enablement and adoption frameworks aligned with ITSM processes such as Service Transition, Change Enablement, and Continual Service Improvement (CSI).

• Define success metrics, KPIs, and reporting mechanisms to measure progress and impact.

Change Management and Communications

• Lead the change enablement lifecycle, including stakeholder engagement, readiness assessments, and communication planning.

• Collaborate with Communications and HR to develop messaging, campaigns, and training for digital transformation initiatives.

• Convert technical information into user-friendly language and materials.

User Enablement and Digital Experience

• Design and deliver user onboarding experiences, knowledge articles, videos, FAQs, and in-app guidance.

• Advocate for user experience improvements across digital workplace tools.

• Manage digital adoption platforms (e.g., WalkMe, Whatfix, Pendo) to support contextual, in-the-flow-of-work learning.

ServiceNow Responsibilities

• Partner with ServiceNow platform owners to align digital enablement activities with ServiceNow roadmap, releases, and enhancements.

• Develop and maintain user enablement materials for ServiceNow modules such as Incident, Request, Knowledge, Change, CMDB, and Self-Service Portal.

• Use ServiceNow data and reports to identify user adoption gaps, recurring issues, and opportunities for improvement.

• Collaborate with ITSM process owners to enhance ServiceNow workflows, knowledge articles, and self-service experiences.

• Support ServiceNow training, communication, onboarding, and release readiness activities across regions.

• Drive continuous improvement of ServiceNow usage by monitoring trends, feedback, and digital experience analytics.

Stakeholder Engagement and Governance

• Partner with Product Owners, Project Managers, ITSM stakeholders, and business leaders to integrate enablement considerations early in solution design.

• Provide insights, risks, and recommendations to leadership and governance forums.

• Ensure alignment with governance, cybersecurity, and data privacy standards.

Analytics, Insights, and Continuous Improvement

• Use data and analytics to monitor adoption trends and identify areas for improvement.

• Conduct surveys, interviews, and feedback sessions to understand user needs and enhance digital experience.

• Collaborate with ITSM teams to reduce support tickets through proactive enablement, automation, and self-service initiatives.

Qualifications and Experience

Required

• Bachelor’s degree in Information Technology, Business, Communications, or a related field.

• 7–10 years of experience in digital transformation, digital adoption, IT change management, or IT service management.

• Strong knowledge of ITSM frameworks such as ITIL.

• Experience working with ServiceNow modules, dashboards, reporting, and user enablement.

• Proven track record leading enterprise-wide change or adoption programs in global organizations.

• Excellent communication, facilitation, and stakeholder management skills.

Preferred

• Experience in multinational or matrixed environments.

• Familiarity with digital adoption platforms such as WalkMe, Whatfix, or Pendo.

• Experience with ServiceNow administration, content management, or workflow design (not necessarily hands-on configuration).

• Certifications such as PROSCI, ITIL Foundation, or similar.

K ey Competencies

• Transformation mindset and ability to drive behavioral change.

• User-centric thinking and focus on improving employee digital experiences.

• Strong collaboration and influencing skills across functions and levels.

• Data-driven approach to assessing adoption and prioritizing improvements.

• Strong execution skills, moving effectively from strategy to delivery.

Success Measures

• Increased adoption and effective use of digital tools, IT services, and ServiceNow modules.

• Reduced support ticket volumes and improved digital literacy.

• Higher employee satisfaction with digital experience.

• Strong cross-functional alignment across ITSM, project teams, and business stakeholders.

• Demonstrated value realization from digital transformation initiatives.

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.