Service Manager Lead (ITSM)
Full-time
Siri InfoSolutions Inc
Role: Service Manager Lead (ITSM)
Location: Vancouver, WA Onsite
Duration: Full time
Experience
7 to 12 Years
JOB SUMMARY
- Seeking an experienced SMO Lead who will be responsible for establishing, governing, and continuously improving the Service Management framework across IT services and suppliers.
- The role will ensure effective adoption of ITIL practices, operational excellence, KPI-driven service performance, and enhanced customer experience.
- The SMO Lead acts as the central point for service governance, service performance management, process ownership, supplier management coordination, reporting, continuous improvement, and stakeholder engagement to deliver high-quality business-centric IT services
CERTIFICATION
ITIL 4 MP/Expert Mandatory
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
- 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)
Vacancy posted 1 day ago
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