Stay at the forefront
of market
Get the latest updates on AI-powered hiring, career growth, and technical deep-dives delivered to your inbox.
Get the latest updates on AI-powered hiring, career growth, and technical deep-dives delivered to your inbox.
Avance Consulting
Service Manager Lead
Portland, OR| Vancouver, WA
Full time
Seeking an experienced SMO Lead who will be responsible for establishing, governing, and continuously improving the Service Management framework across IT services and suppliers. The role will ensure effective adoption of ITIL practices, operational excellence, KPI-driven service performance, and enhanced customer experience.
The SMO Lead acts as the central point for service governance, service performance management, process ownership, supplier management coordination, reporting, continuous improvement, and stakeholder engagement to deliver high-quality business-centric IT services
Lead and govern the Service Management Office (SMO) function across customer accounts.
Define, implement, and improve ITSM processes including Incident, Problem, Change, Release & Deployment, Service Request, Knowledge, Service Level Management, Availability, Capacity, and Continual Improvement processes.
Drive service governance, compliance, and process adherence across internal teams and external suppliers.
Monitor and report on SLA, KPI, and XLA performance, identifying opportunities for improvement.
Facilitate service reviews, governance meetings, and executive stakeholder discussions.
Manage supplier performance and coordinate service integration in multi-vendor environments.
Lead Continual Service Improvement (CSI) initiatives focused on operational efficiency, automation, and customer satisfaction.
Develop service dashboards, reports, and management insights for leadership teams.
Support ITSM tool optimization, automation, and service transformation programs.
10 to 12 years of experience in IT Service Management, Service Delivery, or Operations Management.
5+ years of experience leading SMO, Service Governance, or SIAM functions.
Strong knowledge of ITIL processes and service management best practices.
Experience working in complex multi-supplier and managed services environments.
Hands-on experience with ServiceNow Reports & Analytics, BMC Helix
Knowledge of infrastructure domains (EUC, Network, Cloud, Applications)
Expertise in SLA/KPI definition, audit and compliance environments
Excellent stakeholder management, communication, and leadership skills.
Strong analytical, reporting, and problem-solving capabilities (Excel, Power BI, dashboards).
Most resumes get rejected by the ATS before a human sees them. Check yours free in 30 seconds.
Matched to your profile
We surface this role because it matches profiles like yours, not because we vet the employer. Always confirm the pay, location, and remote details on Avance Consulting's official site before you apply.
Most large employers screen resumes with software before a recruiter ever sees them. Check yours against this role in seconds. Free, no sign-up.
See the exact keywords from this posting your resume is missing, with an instant ATS score.
Open free toolUpload your CV for an instant 0-100 score and the fixes recruiters and ATS look for.
Open free toolGenerate a clean, single-column resume that parses correctly and gets past the filters.
Open free toolOther live openings in the same field. All are still accepting applications.
Drees & Sommer
Cary, NC
Twin Peaks Restaurants
Dallas, TX
PlanIT Group, LLC
Douglasville, GA
Durham County Department of Social Services
Durham, NC
Boeing
Everett, WA
The University of Texas at Austin
Austin, TX