Please share CV to [email protected] with the below details:

Total Experience-

Current CTC-

Expected CTC-

Notice Period-

Role Summary

HCL Software is seeking a highly experienced Service Management

Office (SMO) Lead to establish the SMO as a first-time, structural capability for Enterprise IT and Central Engineering, providing strategic leadership for ITSM transformation, governance, and architecture. This role requires a seasoned techno-functional professional with 20+ years of experience in designing, implementing, and optimizing large-scale

ITSM solutions, operating models, and service management processes across global enterprises.

The SMO Lead will act as a trusted advisor to senior leadership, and as

Process Manager for the Service Operations and Service Delivery processes, driving service excellence through process-led design,

closed-loop CMDB intelligence, tooling re-implementation, and operational governance.

Key Responsibilities

 Define and execute the enterprise ITSM strategy and SMO roadmap across the three program phases: study and planning,

design, and build and delivery.

 Lead the ground-up re-implementation of tools configured around process design, and redesign or retain other ITSM tools as required.

 Establish governance cadence, operating models, RACI, KPIs, SLAs,

and continual service improvement programs that measure the shift from reactive to proactive operations.

 Own the ITIL-aligned Service Operations and Service Delivery processes in scope (service operations, service fulfilment, change and release, and availability and capacity management), including their interfaces with incident, problem, and configuration management.

 Champion service transformation through a closed-loop model in which service management processes trigger CMDB updates and the enriched CMDB feeds intelligence back into those processes.





 Provide executive-level guidance to the sponsors and SMO Head on service delivery optimization and organizational change.

 Partner with business, technology, delivery, and security leaders to align service management capabilities with business objectives.

 Lead and mentor the SMO team, consolidating existing service management leads and supporting their transition into the recent operating model.

Required Experience & Expertise

 20+ years of IT experience with significant leadership in ITSM,

service operations, and transformation programs. Roles are assigned on demonstrated subject-matter expertise, not tenure alone.

 Proven track record of leading enterprise-scale ITSM tool implementations and service management transformations,

ideally including ground-up re-implementations driven by process design.

 Deep expertise in service management architecture, governance,

integrations, and operational excellence, including closed-loop,

CMDB-driven process design.

 Strong experience with platforms such as ServiceNow, BMC Helix,

Jira Service Management, Ivanti, or equivalent.

 Extensive knowledge of ITIL, enterprise architecture, automation,

data center and cloud technologies, and service delivery best practices.

Qualifications

 Bachelor's degree in Engineering, Computer Science, Information

Technology, or related discipline.

 Advanced degree preferred.

Preferred Certifications

 ITIL 4 Managing Qualified / Strategic Leader

 TOGAF-not mandate

 PMP / PgMP-good to have

 Cloud Architecture Certifications (Azure/AWS)-good to have

Leadership Competencies

 Strategic Thinking & Executive Presence

 Enterprise Architecture & Transformation Leadership

 Process-Led Design & Tool Governance

 Closed-Loop Service Intelligence

 Stakeholder & Client Relationship Management

 Organizational Change Management

 Innovation &; Continuous Improvement

 Global Team Leadership

📌 Service Management Office Lead (SMO Lead) (Bengaluru)
🏢 HCLSoftware
📍 Bengaluru