SMO Lead – CSI, Service & SLM

Roles & Responsibilities

• Oversee service operations governance and ensure adherence to ITSM processes across all service towers.
• Monitor SLAs, OLAs, and KPIs; analyze performance trends and implement corrective and preventive actions.
• Lead continual service improvement (CSI) initiatives by identifying opportunities from performance trends, SLA breaches, audits, and customer feedback.
• Define, negotiate, monitor, and report SLAs while managing customer expectations and service reviews.
• Drive service maturity and risk management through regular assessments, root cause analysis, and process compliance.
• Act as the primary interface for business stakeholders and service providers, ensuring effective communication, vendor coordination, and structured escalation processes.
• Track benefits realization of improvement initiatives and report operational and executive dashboards for transparent performance insights.
• Support Spokes & Integration Hub operations for cross-service coordination and integrated reporting.

• Proven experience overseeing ITSM governance and end-to-end service management processes.
• Expertise in Continual Service Improvement (CSI), SLA/KPI management, and service performance monitoring.
• Strong understanding of ITIL-aligned processes, including risk management and process compliance.
• Experience in service performance analysis, reporting, and executive communication.
• Ability to lead cross-functional teams and drive service maturity and operational excellence.
• Strong stakeholder management skills, with the ability to coordinate with vendors and escalate issues effectively.