Service Management Office Lead

Aon Corporation•Colorado Springs, CO

10d

About The Position

We are seeking a Service Management Office Lead to join our team! What the day will look like Lead the global SMO function across Infrastructure and Application Managed Services, ensuring standardized supplier management processes and governance cadence Govern end-to-end supplier performance management - including SLA/Key Performance Indicators monitoring, scorecards, executive QBRs, and service-level dispute resolution Drive cross-regional alignment through consistent reporting, contract governance, and financial tracking (ARC/RRC, credits, penalties) Partner with GSM, IT Finance, and Risk to be responsible for commercial performance, invoice accuracy, and alignment to financial controls Lead strategic vendor forums (operational reviews, executive reviews, and strategic summits) Supervise the development and documentation of supplier management processes in collaboration with Process Owners, ensuring alignment with ITIL and audit requirements Sponsor training and communication initiatives to ensure global understanding of SMO workflows, standards, and governance mechanisms Mentor and run regional SMO leads (EMEA/APAC and NA/LATAM), enabling local execution of governance while ensuring global consistency Identify systemic service and vendor risks, manage the global RAIDD log, and raise critical issues to CIO and PLMO leadership.

Requirements

Deep expertise in IT outsourcing governance and supplier relationship management frameworks
Demonstrable understanding of both Infrastructure and Application Managed Services delivery models
Skilled in contract governance, obligations management, and performance frameworks (SLAs, important metrics, ARC/RRC)
Experience leading multi-vendor, cross-regional supplier governance and executive-level collaborator management
Knowledge of third-party risk, audit, and compliance processes
Proficiency with service and supplier management tools (e.g., ServiceNow, Power BI, Tableau)
Strong financial literacy in ARC/RRC tracking, benefits realization, and vendor spend analytics
Familiarity with ITIL4, COBIT, and supplier performance automation frameworks
Familiarity with GenAI and LLMs, especially prompt engineering, ability to employ Copilot, ChatGPT and similar tools
Executive presence and ability to influence C-suite and senior vendor executives
Validated capability to lead multi-functional, global teams and drive accountability in matrixed organizations
Strategic problem solver with strong analytical difficulty and results orientation
Capable of balancing emotional intelligence, clarity, and business alignment in critical discussions
Curiosity and learning mentality to continuously evaluate emerging AI capabilities and incorporate them into SMO strategy and roadmaps

Responsibilities

Lead the global SMO function across Infrastructure and Application Managed Services, ensuring standardized supplier management processes and governance cadence
Govern end-to-end supplier performance management - including SLA/Key Performance Indicators monitoring, scorecards, executive QBRs, and service-level dispute resolution
Drive cross-regional alignment through consistent reporting, contract governance, and financial tracking (ARC/RRC, credits, penalties)
Partner with GSM, IT Finance, and Risk to be responsible for commercial performance, invoice accuracy, and alignment to financial controls
Lead strategic vendor forums (operational reviews, executive reviews, and strategic summits)
Supervise the development and documentation of supplier management processes in collaboration with Process Owners, ensuring alignment with ITIL and audit requirements
Sponsor training and communication initiatives to ensure global understanding of SMO workflows, standards, and governance mechanisms
Mentor and run regional SMO leads (EMEA/APAC and NA/LATAM), enabling local execution of governance while ensuring global consistency
Identify systemic service and vendor risks, manage the global RAIDD log, and raise critical issues to CIO and PLMO leadership.

Benefits

comprehensive benefits package
inclusive workforce
agile environment allows you to manage your wellbeing and work/life balance
two “Global Wellbeing Days” each year
variety of working style solutions
continuous learning culture inspires and equips you to learn, share and grow
401(k) savings plan with employer contributions
employee stock purchase plan
consideration for long-term incentive awards at Aon’s discretion
medical, dental and vision insurance
various types of leaves of absence
paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws
short-term disability and optional long-term disability
health savings account
health care and dependent care reimbursement accounts
employee and dependent life insurance and supplemental life and AD&D insurance
optional personal insurance policies
adoption assistance
tuition assistance
commuter benefits
employee assistance program that includes free counseling sessions