ESM ServiceNow Service Management Office (SMO) Lead

ESM ServiceNow Service Management Office (SMO) Lead

Posted 1 day ago by 1763547319

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Negotiable
Outside
Remote
USA
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Artificial Intelligence Automation Bmc Software Data Governance Information Technology Infrastructure Library IT Service Management Key Performance Indicators (KPIs) Knowledge Management Management Management Process Operational Excellence Performance Measurement Process Optimisation ServiceNow Software Testing Automation Framework Stakeholder Management Strategic Thinking Workflows

Summary: The ESM ServiceNow Service Management Office (SMO) Lead is responsible for designing and governing the Service Management Office framework, ensuring alignment with enterprise IT strategy and operational excellence. This role involves overseeing the integration of ITIL/ITSM processes and SIAM principles across multiple service providers and business units. The position requires collaboration with IT leadership and business units to align service management strategies and drive continuous improvement initiatives. The role is remote and focuses on architecting service management processes and governance frameworks.

Key Responsibilities:

  • 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.

Key Skills:

  • 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.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

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."
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