ESM ServiceNow Service Management Office (SMO) Lead

Role Name: ESM ServiceNow Service Management Office (SMO) Lead
Location: Remote
Duration: 12+ Months

Job Description:
The SMO Architect/Lead is responsible for designing and governing the Service Management Office framework, ensuring alignment with enterprise IT strategy and operational excellence. This role oversees the integration of ITIL/ITSM processes, SIAM principles, and enterprise service management practices across multiple service providers and business units.
Responsibilities:

• Define and Maintain SMO Framework:
  o Establish governance, policies, and standards for service management.
  o Develop operating models for multi-provider environments (SIAM).
• Architect Service Management Processes:
  o Design end-to-end processes for Incident, Problem, Change, Request, and Knowledge Management.
  o Ensure process harmonization across IT and business functions.
• Tooling Strategy & Integration:
  o Define architecture for ITSM platforms (e.g., ServiceNow) and integrations.
  o Oversee configuration and optimization of workflows and dashboards.
• Governance & Compliance:
  o Implement performance measurement frameworks (SLAs, OLAs, KPIs).
  o Ensure adherence to regulatory and security standards.
• Stakeholder Engagement:
  o Collaborate with CIO, IT leadership, and business units to align service management strategy.
  o Act as a trusted advisor for service transformation initiatives.
• Continuous Improvement:
  o Drive automation, AI adoption, and process optimization.
  o Lead maturity assessments and roadmap development.

Qualifications:

• 8+ years in IT Service Management, with at least 3 years in an architect or leadership role.
• Proven experience in SIAM and multi-vendor environments.
• Certifications:
  o ITIL Expert or Managing Professional.
  o ServiceNow Certified Implementation Specialist (preferred).
• Technical Skills:
  o Strong understanding of ITSM tools (ServiceNow, BMC, etc.).
  o Knowledge of integration patterns and data governance.
• Soft Skills:
  o Strategic thinking, leadership, and stakeholder management.
  o Excellent communication and presentation skills.
  Familiarity with AI-driven ITSM capabilities and automation frameworks."