Description

Key Responsibilities

• Lead and govern the Service Management Office (SMO) function across customer accounts.
• Define, implement, and improve ITSM processes including Incident, Problem, Change, Release & Deployment, Service Request, Knowledge, Service Level Management, Availability, Capacity, and Continual Improvement processes.
• Drive service governance, compliance, and process adherence across internal teams and external suppliers.
• Monitor and report on SLA, KPI, and XLA performance, identifying opportunities for improvement.
• Facilitate service reviews, governance meetings, and executive stakeholder discussions.
• Manage supplier performance and coordinate service integration in multi-vendor environments.
• Lead Continual Service Improvement (CSI) initiatives focused on operational efficiency, automation, and customer satisfaction.
• Develop service dashboards, reports, and management insights for leadership teams.
• Support ITSM tool optimization, automation, and service transformation programs.

Required Skills

• 10 to 12 years of experience in IT Service Management, Service Delivery, or Operations Management.
• 5+ years of experience leading SMO, Service Governance, or SIAM functions.
• Strong knowledge of ITIL processes and service management best practices.
• Experience working in complex multi-supplier and managed services environments.
• Hands-on experience with ServiceNow Reports & Analytics, BMC Helix
• Knowledge of infrastructure domains (EUC, Network, Cloud, Applications)
• Expertise in SLA/KPI definition, audit and compliance environments
• Excellent stakeholder management, communication, and leadership skills.
• Strong analytical, reporting, and problem-solving capabilities (Excel, Power BI, dashboards)

Key Skills

Education

Bachelor's degree