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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.

Job Details for Service Manager

Job Title              : Service Engineer

Department      : BMS (Building Management System)

Location              : Mumbai/Pune/Banglore

Experience        : 3-5 Years in BMS Service Industry

Desired Qualification: Diploma, Degree in Engineering

Skills Required : _______________

Salary                   : As per Company Norms

Job Overview:

BMS Service Manager is responsible for overseeing the operation, maintenance, and optimization of building management systems, which control and monitor various aspects of building. The role is important for ensuring the smooth functioning of a building's systems and providing service and Operation support.

Responsibilities:

Ø Manage and supervise a team of service engineers and technicians who perform maintenance and service tasks on BMS equipment’s.

Ø Ensure the availability of spare parts and resources necessary to perform repairs and maintenance activity for complete cycle.

Ø Set objectives, monitor team performance, and ensure work is completed on time and to required standards.

Ø Oversee the delivery of preventative and corrective maintenance services for BMS systems.

Ø Ensure compliance with Service Level Agreements (SLAs) and contractual commitments with clients.

Ø Coordinate and schedule routine maintenance checks and emergency repairs for BMS-related systems.

Ø Serve as the primary point of contact for clients regarding BMS service-related inquiries and issues.

Ø Build and maintain strong relationships with clients by providing exceptional customer service and addressing concerns proactively.

Ø Conduct regular client meetings and reviews to ensure satisfaction with the service provided.

Ø Support clients in upgrading their BMS systems with new technologies or integrating Provide high-level technical support for service-related issues, troubleshooting complex problems that may arise within BMS systems.

Ø Ensure that all BMS systems and operations comply with safety regulations, building codes, and industry standards.

Ø Maintain accurate records of maintenance activities, service reports, and equipment performance.

Ø Generate regular reports for clients and management on system status, service outcomes, and energy usage.

Ø Track and report on budgetary performance, costs, and resource allocation, invoicing and AR collection from time to time.

Ø Assist with the development and management of the BMS service department's budget.

Ø Ensure that service operations are cost-effective and within the budget while maintaining high standards.

Ø Identify areas for continuous improvement in BMS services and processes.

Ø Stay up to date with the latest technological advancements in building management systems and incorporate them into service offerings.