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Service Manager Lead (ITSM)

Black Rock Groups

  • NULL, WA
  • 4 days ago

    Highlights

    The SMO Lead acts as the central point for service governance, service performance management, process ownership, supplier management coordination, reporting, continuous improvement, and stakeholder engagement to deliver high-quality business-centric IT services . Define, implement, and improve ITSM processes including Incident, Problem, Change, Release & Deployment, Service Request, Knowledge, Service Level Management, Availability, Capacity, and Continual Improvement processes.

    Numbers & Facts

    LocationNULL, WA

    Description

    Service Manager Lead (ITSM)

    Vancouver, WA - Onsite

    Fulltime : $130k/annum

    Experience

    7 to 12 Years

    Job Summary

    Seeking an experienced SMO Lead who will be responsible for establishing, governing, and continuously improving the Service Management framework across IT services and suppliers. The role will ensure effective adoption of ITIL practices, operational excellence, KPI-driven service performance, and enhanced customer experience.

    The SMO Lead acts as the central point for service governance, service performance management, process ownership, supplier management coordination, reporting, continuous improvement, and stakeholder engagement to deliver high-quality business-centric IT services

    Certification : : ITIL 4 MP/Expert Mandatory

    Key Responsibilities

    • Lead and govern the Service Management Office (SMO) function across customer accounts.
    • Define, implement, and improve ITSM processes including Incident, Problem, Change, Release & Deployment, Service Request, Knowledge, Service Level Management, Availability, Capacity, and Continual Improvement processes.
    • Drive service governance, compliance, and process adherence across internal teams and external suppliers.
    • Monitor and report on SLA, KPI, and XLA performance, identifying opportunities for improvement.
    • Facilitate service reviews, governance meetings, and executive stakeholder discussions.
    • Manage supplier performance and coordinate service integration in multi-vendor environments.
    • Lead Continual Service Improvement (CSI) initiatives focused on operational efficiency, automation, and customer satisfaction.
    • Develop service dashboards, reports, and management insights for leadership teams.
    • Support ITSM tool optimization, automation, and service transformation programs.

    Required Skills

    • 10 to 12 years of experience in IT Service Management
    • 5+ years of experience leading SMO, Service Governance, or SIAM functions.
    • Strong knowledge of ITIL processes and service management best practices.
    • Experience working in complex multi-supplier and managed services environments.
    • Hands-on experience with ServiceNow Reports & Analytics, BMC Helix
    • Knowledge of infrastructure domains (EUC, Network, Cloud, Applications)
    • Expertise in SLA/KPI definition, audit and compliance environments
    • Excellent stakeholder management, communication, and leadership skills.
    • Strong analytical, reporting, and problem-solving capabilities (Excel, Power BI, dashboards).

    The pay range for this role is $120,000 - $130,000 per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience, and location of the candidate.

    "Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com."

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