Service Management Office

Company Description

Sarbajira Software is a leading IT consulting company specializing in providing effective and comprehensive IT solutions for businesses of all sizes. We are committed to delivering high-quality services tailored to our clients unique needs. Our team of experienced and certified IT professionals brings expertise and innovation to help organizations achieve their goals. At Sarbajira Software, we take pride in fostering growth and success for both our clients and our team members.

Role Description

The SMO Manager is responsible for establishing and governing the Service Management Office (SMO), ensuring standardized ITIL-aligned processes across all service lines (Service Desk, NOC, SOC, Provisioning, etc.).

This role drives process governance, operational excellence, and service quality, acting as the central authority for all service management practices including incident, problem, change, release, risk, and knowledge management.

Key Responsibilities:

1. SMO Governance & Service Management Framework

- Establish and manage the SMO

- Define and enforce ITIL-based processes

- Maintain SOPs, playbooks, and documentation

2. Incident & Major Incident Management

- Govern incident lifecycle

- Lead major incidents (P1/P2)

- Conduct post-incident reviews

3. Problem Management

- Drive root cause analysis

- Maintain Known Error Database

- Reduce recurring incidents

4. Change & Release Management

- Govern change lifecycle and CAB

- Oversee release planning and execution

5. Service Request Management

- Optimize request workflows

- Maintain service catalog

6. Knowledge Management

- Establish centralized knowledge base

- Ensure article creation for incidents/problems

- Drive shift-left strategy

- Maintain KB lifecycle and quality

- Conduct periodic audits

7. Risk & Compliance Management

- Identify operational risks

- Ensure SOC2 / ISO compliance

8. Asset & Configuration Management

- Manage asset lifecycle

- Ensure CMDB accuracy

9. Escalation Management

- Act as escalation point

- Ensure timely resolution

10. Reporting & Continuous Improvement

- Track KPIs and SLAs

- Publish reports and drive CSI

11. Stakeholder Management

- Conduct service reviews

- Align with stakeholders

Required Skills & Experience

o   Technical & Operational Skills

§  8–12+ years in IT Service Management / MSP

§  Strong ITIL knowledge

§  Experience with ITSM tools (ServiceNow, ConnectWise etc.)

§  Knowledge management experience (KCS preferred)

Soft Skills

o   Strong organizational and time-management skills

o   High attention to detail and accuracy

o   Must demonstrate strong leadership and initiative to take full responsibility for tasks.

o   Clear written and verbal communication

o   Ability to work independently and take ownership of operations

Location: Chennai, India

5 days a week's onsite presence needed at the above-mentioned location.