Service Management Office Lead

SAIC•Colorado Springs, CO

1d•Onsite

About The Position

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.

Requirements

Oversee and ensure the successful delivery of IT Service Management (ITSM) processes for a large-scale Enterprise IT service contract.
Optimize and align Problem Management, Incident Management, Knowledge Management, Service Request Management, and Change Management practices to ITIL best practices, contractual obligations, and customer satisfaction goals.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.
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.