What are the responsibilities and job description for the Information Technology Service Management Manager position at Avanciers Inc.?
Avanciers is hiring for Service Manager Lead to join our team for an exciting Contract Opportunity with one of our esteemed clients for an onsite opportunity based in Vancouver, WA
Service Manager Lead (ITSM)
Vancouver, WA - Onsite
Experience : 7 to 12 Years
Job Summary
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
Certification : ITIL 4 MP/Expert Mandate
Required Skills
- 10 to 12 years of experience in IT Service 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).