Required Skill & Qualifications: Shall oversee end‑to‑end SMO governance, ensuring ITIL‑aligned service management processes are defined, implemented, and consistently followed across all service towers, acting as the single point of accountability for SMO outcomes. Govern SLAs, OLAs, and KPIs, ensuring contractual commitments are met through proactive monitoring, performance analysis, and transparent executive and operational reporting. Lead continual service improvement initiatives by identifying opportunities from performance trends, SLA breaches, audits, and customer feedback to improve service quality, stability, and efficiency. Drive service maturity, process compliance, and risk management through regular assessments, root cause analysis, and implementation of corrective and preventive actions. Act as the primary interface for business stakeholders and service providers, ensuring effective communication, vendor coordination, and structured escalation and decision‑making.
ITSM Governance, Continual Service Improvement (CSI),SLA / KPI Management, Service Performance Management Roles & Responsibilities: Oversee service operations governance, ensure ITSM process adherence, manage cross‑tower coordination, and drive operational excellence Identify improvement opportunities through trend analysis, define improvement initiatives, and track benefits realization Monitor service KPIs, SLAs/OLAs, analyze performance trends, and drive corrective and preventive actions Define, negotiate, monitor, and report SLAs while managing customer expectations and service reviews Spokes & Integration Hub Salary Range: $38,000-$120,000 a year #LI-NS4