Client provides its customers with excellent technical expertise in the design, installation, maintenance and operation of multi-technical facilities.

This know-how is based on key skills.

First of all, in electrical and thermal engineering two strong points that help accelerate the reduction of our clients' carbon footprint but also in ventilation, refrigeration, mechanics and robotics, fire protection, energy renovation, digital solutions, IT, cyber security and telecommunications.

The combination of this expertise allows us to offer efficient and optimised solutions at all stages of the energy chain, from production, storage and transport to usage.

(-) Turnover 2024 consolidated.

SLS DWP The OneITeam is Client global IT organization, designed to deliver consistent, high-quality services across all MBUs.

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 /year : 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 consis.

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.

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 :

- Transfer from the existing external SMO structure to an internal one and optimize the service.

- Lead the service management Office.

- Define and maintain the SMO vision, scope, and operating model.

- Lead and represent the SMO across IT and business forums, Drive alignment with stakeholders.

- Manage/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.

- Implement and maintain ITIL processes such as incident, problem, change, request, and service level management.

- Develop standard processes, templates, tools, and governance mechanisms for consistent service delivery.

- Service performance, SLAs, and reporting.

- Define SMO OKRs and ensure tracking and reporting.

- Monitor service performance and capacity, analyze KPIs, identify trends and root causes, and drive corrective and preventive actions.

- Stakeholder management and communication.

- Partner with senior leaders and service owners to align service strategies with business needs and influence priorities and investments.

- Maintain effective relationships with internal teams, external suppliers, and customers, providing clear communication and regular service reviews.

- Continuous improvement and service design.

- Look for opportunities for continuous service improvement, automation, and productivity lever.

- Track the benefits realization of improvement projects.

- Own and manage the CSI register and prioritization of initiatives.

- Risk, compliance, and governance.

- Identify and manage risks related to service delivery, define contingency plans, and support business continuity.

- Ensure 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 :

- Bachelors degree in Information Technology, Computer Science, Engineering, or a related field.

- A Masters degree in IT Management, Information Systems, or Business Administration is considered an asset.

- 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 :

- ITIL 4 Managing Professional or equivalent.

- Additional 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.