Service Manager Lead (ITSM)
Contract W2
Contract Independent
Contract Corp To Corp
12 Months
Travel Required
Able to Sponsor
On-site
$120,000 - $125,000/yr
Decision Six Inc.
Fitment
Dice Job Match Score™
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Job Details
Skills
- Analytical Skill
- Analytics
- Auditing
- BMC
- Cloud Computing
- Collaboration
- Communication
- Conflict Resolution
- Continuous Improvement
- IT Service Management
- KPI
- Customer Experience
- Customer Satisfaction
- Management
- Microsoft Excel
- Microsoft Power BI
- Dashboard
- End-user Computing
- Operational Excellence
- Optimization
- Performance Management
- ITIL
- Leadership
- Managed Services
- SLA
- Network
- Operational Efficiency
- Problem Solving
- Regulatory Compliance
- Reporting
- SMO
- Service Integration and Management
- Service Level Management
- Service Management
- Supplier Relationship Management
- ServiceNow
- Stakeholder Engagement
- Stakeholder Management
Summary
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).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 91103449
- Position Id: 9046648
- Posted 1 day ago
Company Info
About Us
Decision Six Inc is leader in Decision Support Reporting, Business Process Improvements, Project Management, consulting and Technology Execution. we are committed to provide the clients with strategy and support that enables the Win-Win situations. We are led by the industry experts who have proven track record of delivering the best solutions and achieving the "Results in Every Environment"
Experience and expertise help us to turn opportunities and challenges into operational excellence for the organizations. Whether you are an individual seeking a new job, or an employer looking for help, Decision Six Inc is ready to meet your needs.
Decision Six Inc, logo embodies the key element behind the company's success - relationships. A unique balance exists between Decision Six Inc, their clients, and its associates. In all the years of growth and change, one thing has remained the same - dedication to unmatchable customer service while providing opportunities for the employees, temporary associates and clients by "Uniting Talent with Opportunity.
Decision Six Inc is leader in Decision Support Reporting, Business Process Improvements, Project Management, consulting and Technology Execution. we are committed to provide the clients with strategy and support that enables the Win-Win situations. We are led by the industry experts who have proven track record of delivering the best solutions and achieving the "Results in Every Environment"
Experience and expertise help us to turn opportunities and challenges into operational excellence for the organizations. Whether you are an individual seeking a new job, or an employer looking for help, Decision Six Inc is ready to meet your needs.
Decision Six Inc, logo embodies the key element behind the company's success - relationships. A unique balance exists between Decision Six Inc, their clients, and its associates. In all the years of growth and change, one thing has remained the same - dedication to unmatchable customer service while providing opportunities for the employees, temporary associates and clients by "Uniting Talent with Opportunity.
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