Service Management Office Lead

Service Management Office Lead

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.

Responsibilities:

• 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.

Oversight of

Functional Area

Leads 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.

Qualifications:

• 8+ years of relevant experience in IT service management, with at least 5 years in a leadership or management role.
• Proven experience overseeing and managing ITSM processes, specifically Problem, Incident, Knowledge, Service Request, and Change Management.
• Hands-on experience with Service Now or other ITSM tools for workflow automation, reporting, and process integration.
• Requires TS/SCI;
  Active Secret is acceptable to start with required upgrade. Preference given to candidates with an active TS/SCI.

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.