Service Management Office Lead

Description

SAIC is seeking a Service Management Office (SMO) Lead onsite in Colorado Springs. You will oversee and ensure the successful delivery of IT Service Management (ITSM) processes for a large-scale Enterprise IT service contract. This role focuses on optimizing and aligning Problem Management, Incident Management, Knowledge Management, Service Request Management, and Change Management practices to ITIL best practices, contractual obligations, and customer satisfaction goals. The SMO Lead will serve as the central point of coordination for service improvement initiatives, process governance, and collaboration across various functional and technical teams to achieve operational excellence. You will directly oversee the dedicated leads for Incident Management, Service Request Management, Problem Management, Knowledge Management, and Change Management, ensuring cohesive execution, accountability, and alignment across all service management disciplines.

Responsibilities

Comprehensive Oversight of ITIL Processes

• Provide end-to-end leadership and governance for Problem Management, Incident Management, Knowledge Management, Service Request Management, and Change Management processes.
• Ensure alignment of all processes with ITIL/IT Service Management (ITSM) best practices, organizational goals, and contractual Service Level Agreements (SLAs).
• Serve as the primary contact for governance review, audits, and process-related escalations.

Oversight of Functional Area Leads

The SMO Lead directly oversees the leads responsible for the following functional areas (Sections 3-6), ensuring each lead is held accountable for their respective process performance, SLA compliance, team execution, and continual improvement efforts. The SMO Lead will:

• Provide strategic direction and day-to-day guidance to the Incident Management, Service Request Management, Problem Management, Knowledge Management, and Change Management Leads.
• Ensure all leads are aligned with enterprise goals, contractual obligations, and ITIL best practices.
• Facilitate cross-functional coordination among leads to address dependencies, shared challenges, and integrated process improvements.
• Escalate and resolve issues that exceed the authority or scope of individual leads.

Problem Management

• Lead root cause analysis (RCA) efforts to resolve recurring issues and prevent incident reoccurrence.
• Coordinate across teams to identify trends, determine problem resolutions, and present clear problem status to stakeholders.
• Facilitate proactive problem management by identifying potential issues before impact arises.

Incident Management

• Drive efficient and consistent incident resolution processes to minimize service disruptions and impact to users.
• Monitor system alerts and incident metrics to ensure incidents are categorized, prioritized, and resolved within defined SLAs.
• Collaborate with service delivery teams to ensure the accuracy of incident triage, escalation processes, and customer communications.

Knowledge Management

• Develop and enforce knowledge-sharing governance to ensure the consistent documentation of operational processes, known errors, workarounds, and service-related FAQs.
• Implement and maintain an effective Knowledge Management System (KMS) to facilitate enhanced resolution times and customer self-service.
• Promote a "knowledge-centered support" culture by fostering continual improvement of the knowledge repository and encouraging its use across all teams.

Service Request Management

• Oversee the end-to-end lifecycle of service requests, ensuring timely fulfillment in accordance with defined SLAs and customer expectations.
• Ensure service request workflows are clearly defined, consistently followed, and continuously refined to improve efficiency and user satisfaction.
• Monitor service request volumes, trends, and fulfillment metrics to identify bottlenecks, resource constraints, or process gaps requiring corrective action.
• Collaborate with technical and service delivery teams to ensure service catalog accuracy, request categorization, and appropriate fulfillment routing.
• Ensure customer communications throughout the service request lifecycle are timely, accurate, and professional.

Change Management

• Chair Change Advisory Board (CAB) meetings and oversee the review, approval, and deployment of all changes to production environments.
• Define and enforce risk assessment criteria, rollback strategies, and change validation methods.
• Reduce unplanned outages resulting from changes by ensuring thorough planning, testing, and risk mitigation strategies.

Process Monitoring, Reporting, and Continuous Improvement

The SMO Lead is responsible for ensuring that all functional area leads actively participate in and contribute to process monitoring, reporting, and continuous improvement efforts. Specific responsibilities include:

• Develop and maintain key performance indicators (KPIs), metrics, and reports for evaluating the effectiveness and efficiency of all ITSM processes - including Incident, Service Request, Problem, Knowledge, and Change Management - leveraging ServiceNow or other ITSM tools.
• Direct each functional lead to maintain accurate, up-to-date reporting on their respective process areas and present findings during regular SMO performance reviews.
• Ensure all ITSM tools are configured, integrated, and optimized for accurate reporting, automation, and cross-process visibility.
• Hold functional leads accountable for meeting KPI targets and driving measurable improvements within their respective areas.

Team Leadership and Stakeholder Engagement

The SMO Lead is responsible for fostering a high-performing, collaborative SMO team and maintaining strong relationships across the enterprise. Specific responsibilities include:

• Build, mentor, and lead the SMO team - including all functional area leads - to drive collaborative efforts in implementing process improvements and achieving service excellence.
• Establish clear expectations, performance goals, and development plans for each lead and team member within the SMO.
• Partner with service delivery managers, technical teams, and other stakeholders to align ITSM processes with the enterprise business strategy and operational priorities.
• Serve as the primary SMO representative in executive briefings, customer reviews, and cross-functional governance forums.
• Maintain strong relationships with customers and vendors, ensuring expectations are met or exceeded through effective communication, transparency, and collaboration.
• Champion a culture of accountability, continuous improvement, and customer-focused service delivery across the entire SMO team.

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: Bachelors in Information Technology, Business Administration, or a related field required and five (5) years or more experience; Masters and three (3) years or more experience a plus; PhD and 0 years related experience.

Education and Experience

• 8+ years of relevant experience in IT service management, with at least 5 years in a leadership or management role.
• Proven experience overseeing and managing ITSM processes, specifically Problem, Incident, Knowledge, Service Request, and Change Management.
• Hands-on experience with ServiceNow or other ITSM tools for workflow automation, reporting, and process integration.
• Requires TS/SCI; Active Secret is acceptable to start with required upgrade. Preference given to candidates with an active TS/SCI.

Certifications

• ITIL 4 Foundation Certification (required). Intermediate or Advanced ITIL Certifications (Problem, Incident, Knowledge, Service Request, and Change preferred).
• PMP (Project Management Professional) or equivalent certification (optional but preferred).

Skills

• In-depth knowledge of ITIL/ITSM frameworks and industry best practices.
• Strong analytical and problem-solving skills, particularly in managing complex IT environments.
• Excellent communication and interpersonal skills, including the ability to articulate technical concepts to non-technical stakeholders.
• Ability to manage competing priorities in fast-paced environments while driving results.
• Ability to lead, mentor, and provide strategic direction for the Incident, Problem, Service Request, and Change Management teams and their efforts, ensuring alignment with ITIL best practices

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.