ESM Architect SMO Lead

ESM Architect SMO - Contract - Remote - $100.85 - $100.85/hr.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a ESM Architect SMO for Remote Opportunity.

Responsibilities

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.
Define and Maintain SMO Framework
Establish governance, policies, and standards for service management.
Develop operating models for multi-provider environments (SIAM).
Architect Service Management Processes
Design end-to-end processes for Incident, Problem, Change, Request, and Knowledge Management.
Ensure process harmonization across IT and business functions.
Tooling Strategy & Integration
Define architecture for ITSM platforms (e.g., ServiceNow) and integrations.
Oversee configuration and optimization of workflows and dashboards.
Governance & Compliance:
Implement performance measurement frameworks (SLAs, OLAs, KPIs).
Ensure adherence to regulatory and security standards.
Stakeholder Engagement
Collaborate with CIO, IT leadership, and business units to align service management strategy.
Act as a trusted advisor for service transformation initiatives.
Continuous Improvement
Drive automation, AI adoption, and process optimization.
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:
ITIL Expert or Managing Professional.
ServiceNow Certified Implementation Specialist (preferred).
Technical Skills:
Strong understanding of ITSM tools (ServiceNow, BMC, etc.).
Knowledge of integration patterns and data governance.
Soft Skills:
Strategic thinking, leadership, and stakeholder management.
Excellent communication and presentation skills.
Familiarity with AI-driven ITSM capabilities and automation frameworks.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text .

Drug testing may be required; please contact a recruiter for more information.

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