Service management office lead (F/M)
Summary of the role
The SMO Lead is responsible for establishing, leading, and continuously maturing the Service Management Office (SMO) as a core governance and performance function within IT. The role ensures that IT services are consistent, predictable, and measurable, and that they effectively support business needs. This is achieved through strong service governance, performance management, and a structured Continual Service Improvement (CSI) approach. The SMO Lead reports to the SLS DWP Operations Director.
The SMO Lead acts as a key partner for senior business stakeholders (SLS IT Director and Operation teams), providing transparency on operational performance, identifying improvement opportunities across service domains, and ensuring that improvement initiatives deliver measurable and sustainable benefits.
KEY METRICS OF THE ENVIRONMENT
•User population: 85,000
•Number of incidents /years: 170,000
•Service requests /year: 350,000
•Countries covered: Global deployment
Key Objectives & KPIs
•Establish and lead a best practice SMO operating model aligned with IT and business strategy to maintain and improve service quality, efficiency and effectiveness.
•Define and drive SMO OKRs to support service stability, performance, and transparency
•Strengthen alignment between IT operations and business stakeholders
•Ensure consistent service governance and reporting across service lines
•Drive measurable improvements through a structured CSI framework
•Achievement rate of SMO OKRs
•Number and impact of CSI initiatives delivered
•Benefits realization rate of improvement initiatives
•Reduction of recurring operational issues
•SLA and OLA achievement trends
•Stakeholder satisfaction
KEY RESPONSIBILITIES
• 2026: Transfer from the existing external SMO structure to an internal one and optimize the service
• Lead the service management Office:
oDefine and maintain the SMO vision, scope, and operating model
oLead and represent the SMO across IT and business forums, Drive alignment with stakeholders
oManage/Mentor a team of Major Incident Coordinators and Continual Service Improvement Analysts, set priorities, and foster a culture of service excellence and continuous improvement
• Define the Service Management Framework and processes:
oImplement and maintain ITIL processes such as incident, problem, change, request, and service level management.
oDevelop standard processes, templates, tools, and governance mechanisms for consistent service delivery
• Service performance, SLAs, and reporting:
oDefine SMO OKRs and ensure tracking and reporting
oMonitor service performance and capacity, analyze KPIs, identify trends and root causes, and drive corrective and preventive actions
• Stakeholder management and communication
oPartner with senior leaders and service owners to align service strategies with business needs and influence priorities and investments
oMaintain effective relationships with internal teams, external suppliers, and customers, providing clear communication and regular service reviews.
• Continuous improvement and service design
oLook for opportunities for continuous service improvement, automation, and productivity lever. Track the benefits realization of improvement projects
oOwn and manage the CSI register and prioritization of initiatives
• Risk, compliance, and governance
oIdentify and manage risks related to service delivery, define contingency plans, and support business continuity.
oEnsure compliance with policies, standards, and relevant regulations in service management practices.
• Own and lead Service Domain Review meetings (Weekly/Monthly), ensure consistent governance cadence and reporting
• Act as an escalation point for major service governance issues
• Work closely with Service Now Tooling team that build and operate the platform.
PROFILE
Academic background & Experience
•Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field. A Master’s degree in IT Management, Information Systems, or Business Administration is considered an asset.
•10–15 years of experience in IT operations, IT service management, or IT governance roles, with demonstrated progression into senior or lead positions. Creation of a successful SMO structure would be a +
•Fluency in English (written and spoken) required; additional languages are a plus.
•Experience working in international or cross-cultural teams is highly valued.
•Proven experience leading cross-functional initiatives and governance activities in environments without direct hierarchical authority.
•Strong applied knowledge of ITIL-based service management practices, including Incident, Problem, Change, Service Level, and Continual Service Improvement processes. Demonstrated ability to apply ITIL concepts pragmatically in operational environments, focusing on outcomes rather than theory.
•Experience with service performance analytics, KPI/SLA reporting, and data-driven decision-making.
•Experience with service management tooling (Service Now is a plus) and automation of service workflows
•Preferred Certifications:
oITIL® 4 Managing Professional or equivalent.
oAdditional certifications such as ITIL® Strategic Leader, COBIT, PMP, or SIAM are considered an advantage.
Behavioral Capabilities
• Leadership:
•Demonstrates authority, accountability, and credibility while maintaining a collaborative and inclusive leadership style.
•Proven leadership and people-management skills, including mentoring and building high-performing teams
• Decision Making:
•Able to make structured, informed decisions under pressure and in ambiguous situations.
• Resilience:
•Demonstrates resilience, composure, and professionalism in high-pressure or crisis situations.
• Integrity:
•Acts with integrity, transparency, and fairness, reinforcing trust across teams and stakeholders.
Skills
Skill Area
Description Technical Expertise (Foundations)
Solid understanding of IT operational domains and service support environments, enabling effective dialogue with technical teams.
Governance & Operating Models
Experience designing, implementing, or evolving IT service governance frameworks, operating models, and service review structures.
Performance & KPI Management
Strong experience defining KPIs and OKRs, analyzing service performance, and tracking benefits realization of improvement initiatives.
Data-Driven Decision Making
Ability to interpret operational data, dashboards, and trends to support decision-making and prioritization. International & Multicultural
Experience
Experience working in international and multicultural environments, with the ability to adapt communication and governance approaches across regions and cultures.
Stakeholder Management
Strong ability to engage, influence, and align senior IT and business stakeholders, including CIO-level interactions. Communication &
Facilitation
Excellent written and verbal communication skills, with experience leading governance forums, workshops, and executive presentations.
Why Join Us?
•Supportive Culture: Join a team that values Diversity, Collaboration, Accountability, Courage and Trust.
• Global Impact: Be the main driver of IT Service excellence, supporting a large, diverse user base.
• Organizational Challenge: Influence IT operational excellence and reliability in a complex corporate IT environment.
• Career Growth: Opportunities to progress into senior enterprise leadership roles.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Vivanet
About
VIVANET delivers cutting-edge artificial intelligence solutions that empower your business to innovate faster and achieve exceptional results.
Candid answers by the company
# Vivanet - FAQ
## About Vivanet
Q. What is Vivanet's philosophy?
It's more than AI with us. Driven by genuine insight and a collaborative mindset, we build customized technology AI and digital solutions that deliver impact where it matters most.
Q. What does Vivanet mean?
"Viva" in Italian or Spanish means 'to acclaim with enthusiastic approval'. Vivanet represents our commitment to building acclaimed technology solutions powered by a talent network that is competent and diverse.
Q. What is Vivanet's mission?
“Building AI solutions of Tomorrow” - to give wings to ideas. We work closely with our clients to understand their unique digital needs and build scalable, high-quality AI and software solutions that drive real business value.
Q. What is Vivanet's vision?
At Vivanet, we believe in the power of technology to transform businesses and create meaningful impact. Founded with the vision of bridging the gap between innovative ideas and practical implementation, we have grown into a trusted partner for businesses seeking reliable software solutions.
Q. Where is Vivanet located?
We are headquartered in Pune, India, with a growing global footprint. We bring a unique blend of local insight and international expertise to every project. We have satellite offices in Bengaluru, Texas, USA and Middle East (upcoming).
Q. How established is Vivanet?
Vivanet was founded in 2022 and has quickly grown to become a trusted partner for 15+ leading organizations across various industries.
## Company Culture and Values
Q. What are Vivanet's core values?
Vivanet is guided by four fundamental principles:
- Building Trust - Through accountability and delivery
- Demonstrating Commitment - By providing high-quality service to our employees and customers
- Acting with Humility - Through inclusion, respect, and situational awareness
- Aiming for Excellence - In technology and execution
Q. What is the work culture like at Vivanet?
As our Founder & CEO Aadarsh Iyer says: "At Vivanet, we connect with purpose, listen with intent, and build with care. From engagement to delivery, we do everything we can to meet and often exceed your expectations."
We are rooted in purpose and evolving through innovation. Our culture emphasizes genuine insight, collaboration, and meaningful impact.
Q. What do the leadership team believe in?
Our Technology Specialist Rohit Shedage describes our approach: "We empower businesses through thoughtful innovation and seamless tech integration, one meaningful line of code at a time."
Our Director of L&D, Sunil Datta, emphasizes: "We believe that upskilling should be a part of our daily routine, while reskilling is something we need to approach strategically. It's our way of keeping ourselves sharp, relevant, and prepared for whatever comes next!"
Our AI Specialist, Gopalkrishna Holla, focuses on "helping organizations and industries adopt and embed AI into their data, people, processes, products, and services."
## Services and Technology
Q. What services does Vivanet provide?
Vivanet offers comprehensive technology solutions across three main areas:
**AI Specializations: **
- Vision AI
- Agentic AI
- Generative AI (Gen AI)
- Conversational AI
**Software Development: **
- Cloud solutions
- SaaS applications
- Web applications
- Mobile apps
- Analytics
**Talent on Demand: **
- Smart Hiring
- Ready Talent
- Value-Driven staffing models (DNA and LED models)
Q. What technologies does Vivanet work with?
We embrace cutting-edge technologies including:
- AI/ML (Vision AI, Gen AI, Agentic AI, Conversational AI)
- Modern web and javascript frameworks
- Mobile development technologies
- Full Stack development
Q. What industries does Vivanet serve?
We solve what matters across diverse industries:
- Food and Beverage
- Systems Engineering
- Manufacturing
- Marketing
- IT Consulting
- Education
- E-Commerce
- Automotive
- Oil & Gas
- Renewable Energy
- Retail & Consumer Goods
- Logistics & Supply Chain
- Real Estate & Construction
- Aviation
- Maritime
## Career Opportunities
Q. What roles does Vivanet hire for?
We hire talented professionals across multiple domains:
- AI/ML Engineers and Specialists
- Software Developers (Web, Mobile, Cloud)
- SaaS Application Developers
- Data Scientists and Analytics Experts
- Cloud Architects
- Full-stack Developers
- Technical Leadership roles
Q. What makes Vivanet an exciting place to work?
- Work on cutting-edge AI technologies including Vision AI, Agentic AI, and Generative AI
- Exposure to diverse industries and challenging problems
- Growing company with a global footprint
- Trusted by 12+ leading organizations
- Strong focus on continuous learning and development
- Collaborative, purpose-driven culture
Q. Does Vivanet invest in employee development?
Absolutely! Learning and development is core to who we are. As our Director of L&D emphasizes, we believe upskilling should be part of our daily routine, and reskilling should be approached strategically. We help our team stay sharp, relevant, and prepared for what's next.
Q. What is the company's approach to growth?
We continue to evolve, embracing cutting-edge technologies to deliver solutions that not only meet current needs but also prepare our clients—and our team—for the future.
## Work Philosophy
Q. What makes Vivanet different from other IT companies?
- **Purpose-Driven: ** Rooted in purpose, evolving through innovation
- **Genuine Insight:** We don't just implement technology; we provide genuine insight and collaborative solutions
- **Impact-Focused:** We deliver impact where it matters most
- **Client Partnership:** We bridge the gap between innovative ideas and practical implementation
- **Quality Commitment:** We build scalable, high-quality software that drives real business value
Q. What is Vivanet's approach to projects?
We connect with purpose, listen with intent, and build with care. We work closely with clients to understand their unique digital needs and create customized solutions that deliver measurable results.
Q. How does Vivanet approach innovation?
We empower businesses through thoughtful innovation and seamless tech integration. We don't just follow trends—we help organizations adopt and embed emerging technologies like AI/ML into their operations to create real, lasting value.
## Talent Models
Q. What are DNA and LED talent models?
Vivanet offers flexible talent augmentation through specialized models:
- **DNA Model:** Smart hiring solutions
- **LED Model:** Ready talent deployment
These models allow clients and team members to scale effectively and access skilled developers and engineers as needed.
## Growth and Learning
Q. Will I have opportunities to learn new technologies?
Learning is embedded in our culture. We believe upskilling should be part of your daily routine, and we provide strategic opportunities for reskilling to keep you sharp, relevant, and prepared for the future.
Q. What kind of impact can I make at Vivanet?
As a growing company, your contributions will have direct impact on client success and company growth. You'll work on solutions that solve real business problems and move entire industries forward.
Q. How does Vivanet prepare employees for the future?
We embrace cutting-edge technologies and help our team stay ahead of the curve. Whether it's AI/ML, cloud computing, or modern frameworks, we ensure our people are equipped with the skills that matter for tomorrow's challenges.
## Application Process
Q. How do I apply to Vivanet?
Connect with us on LinkedIn at https://in.linkedin.com/company/vivanet-india
Q. What qualities does Vivanet look for in candidates?
We seek professionals who embody our values:
- Accountable and delivery-focused (Building Trust)
- Committed to quality and excellence
- Humble, inclusive, and respectful team players
- Passionate about innovation and continuous learning
- Purpose-driven with genuine insight
- Eager to create meaningful impact
Q. Does Vivanet offer opportunities for freshers?
With our strong focus on learning and development, and talent models designed to nurture skills, we welcome motivated individuals at various career stages. Connect with us to discuss opportunities that match your experience level.
## Leadership Team
Q. Who leads Vivanet?
**Aadarsh Iyer** - Founder & CEO
Leading with a philosophy of connecting with purpose, listening with intent, and building with care.
**Rohit Shedage** - Technology Specialist
Driving thoughtful innovation and seamless tech integration.
**Sunil Datta** - Director - Learning & Development
Championing continuous upskilling and strategic reskilling initiatives.
**Gopalkrishna Holla** - AI Specialist
Helping organizations adopt and embed Generative AI into their operations.
## Contact Information
Q. How can I learn more about Vivanet?
- Website: https://www.vivanet.in
- LinkedIn: https://in.linkedin.com/company/vivanet-india
- Instagram: @vivanet_india
- Location: Pune, India (with growing global footprint)
Q. Who can I contact for career inquiries?
Please reach out through LinkedIn page for career opportunities and additional information.
---
*Join us in transforming businesses through technology. At Vivanet, we don't just build software—we give wings to ideas and create meaningful impact. Be part of a team that's rooted in purpose and evolving through innovation.*
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