Service Manager Lead (ITSM)

Service Manager Lead(ITSM)

Vancouver WA - Onsite

Experience : 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

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.

Certification : ITIL 4 MP/Expert Mandate

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).

WE ARE NOT PROVIDED ANY SPONCERSHIP.