Description

Lead and govern the Service Management Office (SMO) function across customer accounts, defining and improving ITSM processes.

This role is on-site.

Responsibilities

• Define and implement ITSM processes including Incident, Problem, Change, Release, Service Request, Knowledge, SLA, Availability, Capacity, and Continual Improvement.
• Drive service governance, compliance, and process adherence across internal teams and external suppliers.
• Monitor and report on SLA, KPI, and XLA performance to identify improvement opportunities.
• Facilitate service reviews, governance meetings, and executive stakeholder discussions.
• Lead Continual Service Improvement (CSI) initiatives focused on operational efficiency, automation, and customer satisfaction.

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.
• Hands-on experience with ServiceNow Reports & Analytics.
• Knowledge of infrastructure domains including EUC, Network, Cloud, and Applications.
• Expertise in SLA/KPI definition, audit, and compliance environments.
• Proficiency in Excel, Power BI, and dashboard development.

Preferred Skills

• Experience working in complex multi-supplier and managed services environments.
• Excellent stakeholder management, communication, and leadership skills.

Key Skills

Education

Bachelor's degree