Senior Manager Service Management Office

General Information

Req #

Career area:
Services

Country/Region:
United States of America

State:
North Carolina

City:
Morrisville

Date:
Thursday, September 3, 2026

• United States of America

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The Senior Manager, NA Service Management Office (SMO) is a senior leadership role responsible for overseeing customer programs and service delivery governance for Digital Workplace Solutions across North America. This role ensures consistent, high-quality service management execution across a diverse customer portfolio, driving operational excellence, financial discipline, customer satisfaction, and team engagement.

The customer-facing role serves as a strategic interface between customers, delivery teams, and executive leadership, ensuring commitments are met, risks are mitigated, and service outcomes align with contractual, financial, and experience expectations.

• Lead the North America Service Management Office overseeing multiple, complex Digital Workplace Solutions customer programs.
• Act as an executive-level escalation point for service delivery, contractual, financial, and customer satisfaction issues.
• Ensure consistent service management standards, governance, and reporting across all customer accounts.
• Partner with account leadership to drive customer outcomes, renewals, and long-term relationship health.

• Own and enforce SMO frameworks within the geo including service delivery governance, operational cadence, KPI tracking, and performance reviews.
• Ensure adherence to ITIL-aligned service management practices, SLAs, OLAs, and contractual commitments.
• Drive root cause analysis, corrective action plans, and continuous improvement initiatives across customer programs.
• Maintain visibility into delivery risks, dependencies, and execution challenges, proactively addressing issues before escalation.

• Advance DWS through the adoption of AI-enabled and automation-driven service management capabilities, aligned to organizational priorities and customer needs.
• Partner with IT to identify, pilot, and scale AI and automation use cases.
• Drive standardization and modernization of service operations by reducing manual effort, improving responsiveness, and increasing service accuracy through intelligent tooling and automation.
• Ensure AI and automation initiatives are embedded into SMO governance models, operational cadence, and performance metrics.
• Promote responsible and scalable adoption of AI by ensuring alignment to security, compliance, ethical standards, and enterprise architecture guidelines.

• Partner with finance and delivery leadership to manage cost, margin, and productivity targets across customer programs.
• Ensure effective demand management, capacity planning, and resource optimization across NA DWS engagements.
• Support pricing, forecasting, and change management activities tied to customer contracts and scope changes.

• Lead, coach, and develop team manager, service delivery managers and coordinators within the SMO.
• Foster a culture of accountability, transparency, and continuous improvement.
• Drive employee engagement, retention, and succession planning within the organization.
• Set clear expectations and performance standards aligned to service and business outcomes.

• Partner closely with Sales, Delivery, IT, HR, Finance, and Global SMO leadership.
• Provide executive-level reporting and insights on customer health, performance trends, and risk areas.
• Support transformation and standardization initiatives across Digital Workplace Solutions.

• Bachelor's degree in Business, Information Technology, or related field.
• 10+ years of experience in IT service delivery, service management, or managed services environments.
• 5+ years in people leadership roles managing service management resources.

• Strong experience leading…