SMO Service Catalog/Request Manager

NTT DATA Services•Salem, OR

6d•$81,400 - $150,000•Remote

About The Position

The Service Management Office (SMO) Service Catalog/Request Manager will work under the Project Delivery Director's direction and will own the design, implementation, governance, and continual improvement of the Service Catalog, Request Fulfillment, and Service Request Management processes, ensuring a standardized, user-focused, and controlled approach to requesting and delivering IT services. This role requires strong experience in catalog design, request model governance, workflow standardization, service definition, approval controls, automation, and platform enablement, with the ability to drive process maturity, cross-functional alignment, and sustainable ownership. This can be a remote position with limited travel to the client’s site.

Requirements

Minimum of eight (8) years of experience in Service Catalog, Request Fulfillment, Service Request Management, or related ITSM process ownership within a complex enterprise environment.
Minimum of eight (8) years of hands-on experience with ITSM platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, or similar tools.
Minimum ten (10) years of IT service management, operations, or similar leadership role.
Minimum seven (7) years of experience with ITIL (v3 or 4), COBIT, ISO/IEC 20000, and related service management frameworks and standards.
Foundational ITIL or relevant service management certification.

Nice To Haves

Advanced ITIL or relevant service management certification.
Experience in large, complex, or regulated environments with strong approval, compliance, or entitlement control requirements.
Experience designing or improving service catalogs, request models, workflow automation, and user-centric request experiences.
Ability to translate governance requirements into practical process design, platform enablement, and measurable operational outcomes.

Responsibilities

Own the end-to-end Service Catalog, Request Fulfillment, and Service Request Management processes, including process design, governance, implementation, and continual improvement.
Define and maintain policies, standards, controls, roles, and operating procedures for catalog management and service request fulfillment.
Establish governance for catalog structure, service definitions, request models, approval requirements, fulfillment workflows, prioritization rules, and request lifecycle states.
Design and maintain a standardized service catalog framework that enables clear service offerings, request options, fulfillment expectations, and user guidance.
Define and govern request models and workflow standards to ensure consistency, control, and efficiency across service request types.
Ensure service requests are aligned with approval, entitlement, security, compliance, and audit requirements where applicable.
Drive automation and standardization of request intake, routing, approvals, task orchestration, and fulfillment tracking.
Ensure integration of Service Catalog and Request Fulfillment with Incident, Change, Knowledge, Asset, Configuration, and other ITSM processes to improve service delivery and operational control.
Define and report on KPIs, fulfillment performance measures, SLA compliance, request volumes, backlog trends, and user experience indicators.
Conduct process maturity assessments, identify gaps, and lead remediation and continual improvement initiatives.
Partner with service owners, fulfillment teams, platform teams, security, compliance, and business stakeholders to align catalog and request governance with enterprise requirements.
Identify and document platform requirements, catalog enhancements, workflow improvements, automation opportunities, and user stories to improve efficiency and usability.
Represent process requirements during implementation and enhancement of platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, or equivalent ITSM tools.
Maintain process documentation and an operational run book covering governance routines, request standards, ownership responsibilities, workflow controls, and key metrics.
Build sustainable process governance practices to support long-term operational adoption and future transition to client ownership.