Service Management Office Lead

Description

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.

• 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.

The SMO Lead directly oversees the leads responsible for the following functional areas (Sections 3–6), ensuring each lead is held accountable for their respective process performance, SLA compliance, team execution, and continual improvement efforts. The SMO Lead will:

• 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.

The SMO Lead is responsible for ensuring that all functional area leads actively participate in and contribute to process monitoring, reporting, and continuous improvement efforts. Specific responsibilities include:

• Develop and maintain key performance indicators (KPIs), metrics, and reports for evaluating the effectiveness and efficiency of all ITSM processes — including Incident, Service…