General InformationReq # WD00105484
Career area: Services
Country/Region: United States of America
State: North Carolina
City: Morrisville
Date: Monday, September 14, 2026
Working time: Full-time
Additional Locations:
* United States of America - North Carolina - Morrisville
Description and RequirementsThe Senior Manager, NA Service Management Office (SMO) is a senior leadership role responsible for overseeing customer programs and service delivery governance for Digital Workplace Solutions across North America. This role ensures consistent, high-quality service management execution across a diverse customer portfolio, driving operational excellence, financial discipline, customer satisfaction, and team engagement.
The customer-facing role serves as a strategic interface between customers, delivery teams, and executive leadership, ensuring commitments are met, risks are mitigated, and service outcomes align with contractual, financial, and experience expectations.
Key ResponsibilitiesCustomer Program Leadership- Lead the North America Service Management Office overseeing multiple, complex Digital Workplace Solutions customer programs.
- Act as an executive-level escalation point for service delivery, contractual, financial, and customer satisfaction issues.
- Ensure consistent service management standards, governance, and reporting across all customer accounts.
- Partner with account leadership to drive customer outcomes, renewals, and long-term relationship health.
Service Management & Governance- Own and enforce SMO frameworks within the geo including service delivery governance, operational cadence, KPI tracking, and performance reviews.
- Ensure adherence to ITIL-aligned service management practices, SLAs, OLAs, and contractual commitments.
- Drive root cause analysis, corrective action plans, and continuous improvement initiatives across customer programs.
- Maintain visibility into delivery risks, dependencies, and execution challenges, proactively addressing issues before escalation.
Service Innovation & Automation- Advance DWS through the adoption of AI-enabled and automation-driven service management capabilities, aligned to organizational priorities and customer needs.
- Partner with IT to identify, pilot, and scale AI and automation use cases.
- Drive standardization and modernization of service operations by reducing manual effort, improving responsiveness, and increasing service accuracy through intelligent tooling and automation.
- Ensure AI and automation initiatives are embedded into SMO governance models, operational cadence, and performance metrics.
- Promote responsible and scalable adoption of AI by ensuring alignment to security, compliance, ethical standards, and enterprise architecture guidelines.
Financial & Operational Management- Partner with finance and delivery leadership to manage cost, margin, and productivity targets across customer programs.
- Ensure effective demand management, capacity planning, and resource optimization across NA DWS engagements.
- Support pricing, forecasting, and change management activities tied to customer contracts and scope changes.
People & Leadership- Lead, coach, and develop team manager, service delivery managers and coordinators within the SMO.
- Foster a culture of accountability, transparency, and continuous improvement.
- Drive employee engagement, retention, and succession planning within the organization.
- Set clear expectations and performance standards aligned to service and business outcomes.
Executive & Cross-Functional Collaboration- Partner closely with Sales, Delivery, IT, HR, Finance, and Global SMO leadership.
- Provide executive-level reporting and insights on customer health, performance trends, and risk areas.
- Support transformation and standardization initiatives across Digital Workplace Solutions.
Basic Qualifications- Bachelor's degree in Business, Information Technology, or related field.
- 10+ years of experience in IT service delivery, service management, or managed services environments.
- 5+ years in people leadership roles managing service management resources.
Preferred Skills & Experience- Strong experience leading large-scale, customer-facing programs in Digital Workplace or End-User Computing services.
- Demonstrated experience managing P&L, cost controls, and operational metrics.
- ITIL certification or strong working knowledge of ITIL frameworks.
- Demonstrated experience operating in matrixed, global organizations.
- Proven ability to manage executive-level customer relationships and high-impact escalations.
- Strong analytical, communication, and executive presentation skills.
- Track record of driving service improvements while balancing cost, quality, and customer experience.
Additional Locations:
* United States of America - North Carolina - Morrisville
