Service Management Office Subject Matter Expert

Req ID: 336270 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Management Office Subject Matter Expert to join our team in Salem, Oregon (US-OR), United States (US).

The Service Management Office (SMO) Subject Matter Expert (SME) will work under the Project Delivery Director's direction. The SMO SME plays the leadership role in shaping the strategic vision, architecture, and operational blueprint of a new Service Management Office. The position is responsible for providing expert guidance, thought leadership, and comprehensive planning to ensure the SMO is established on best practices, aligned with organizational goals, and positioned for continual improvement. The SME will partner with stakeholders across IT, business units, and executive leadership to craft a scalable, sustainable, and value-driven SMO framework.

Job Responsibilities Include:
•    Planning and strategic visioning for an SMO.
•    Leading the development of the SMO’s mission, vision, and strategic objectives in alignment with organizational priorities and industry best practices.
•    Evaluating current service management maturity and proposing scalable operating models to improve efficiency, governance, and service delivery.
•    Designing and documenting the policies, processes, and procedures that form the backbone of an SMO, ensuring alignment with frameworks such as ITIL, COBIT, or ISO/IEC 20000.
•    Establishing clear roles, responsibilities, and accountability structures for the SMO and across the organization.
•    Assessing and recommending the selection of service management tools and platforms that align with organizational requirements.
•    Ensuring practical integration of technology solutions with existing business and IT systems.
•    Promoting the use of automation, analytics, and emerging technologies to enhance the efficiency and effectiveness of service management operations.
•    Identifying potential risks and compliance requirements related to service management processes, including data privacy, security, and regulatory standards.
•    Strategic thinking, capable of translating theory into actionable plans and measurable outcomes.
•    Prioritizing and managing multiple initiatives simultaneously.
•    Developing project and action plans with timelines.
•    Developing an actionable implementation roadmap that is aligned with organization priorities.
•    Creating and delivering executive presentations with recommendations.
•    Staying current with industry trends and best practices.
•    Developing accurate and timely status reports.
•    Demonstrating an advanced client service attitude and leadership capabilities.

Basic Qualifications:
•    Minimum ten (10) years of IT service management, operations, or similar leadership role.
•    Minimum seven (7) years of experience with ITIL (v3 or 4), COBIT, ISO/IEC 20000, and related service management frameworks and standards.
•    Minimum seven (7) years of experience in designing and implementing governance structures, policies, and process improvement initiatives within a complex organization.
•    Minimum five (5) years of experience with service management toolsets (e.g., ServiceNow, BMC Remedy, Cherwell) and implementing technology solutions to enable process efficiency.

Preferred Skills:
•    Experience with IT project management.
•    Experience working in a state government environment. 
•    Certifications in ITIL, COBIT, or ISO/IEC 20000.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $112,556- $140,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. 
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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