Service Management Office (SMO) Lead

RX is a global leader in events and exhibitions, leveraging industry expertise, data, and technology to build businesses for individuals, communities, and organisations. With a presence in 25 countries across 42 industry sectors, RX hosts approximately 350 events annually. RX is committed to creating an inclusive work environment for all our people. RX empowers businesses to thrive by leveraging data-driven insights and digital solutions. RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. For more information, visit .

This role is part of the Business Engagement team, which encompasses various functions. The primary objective of this team is to enhance collaboration between the technical team and the global business units.

About the Role

We are looking for a strategic and results-driven Service Management Office (SMO) Lead to oversee the implementation, management, and continuous improvement of IT service management (ITSM) practices across the organization. This role involves developing and enforcing standards, ensuring alignment with business objectives, and fostering a culture of service excellence. The SMO Lead will play a critical role in driving IT service efficiency, governance, and value delivery.

Key Responsibilities:

1. Defining the vision, strategy, and roadmap for the Service Management Office (SMO) in alignment with organizational goals, establishing and enforcing IT service management policies based on ITIL, and managing the service portfolio.
2. Identifying opportunities for continuous improvement, leading and mentoring the SMO team, and collaborating with IT and business leaders to ensure service alignment and value delivery.
3. Overseeing performance monitoring through SLAs and KPIs, managing IT changes and risks, promoting ITSM practices through training.
4. Fostering strong relationships with vendors to ensure collaboration. Regularly reviewing vendor performance against defined SLAs/KPIs. Identifying and addressing underperformance and breaches. Assessing risks related to Vendor operations.
5. Providing leadership and oversight in high-priority service incidents, ensuring robust root cause analysis and preventative actions, timely communications and thorough documentation during the incident.

Qualifications:

Education: Bachelor’s degree in Information Technology, Business Administration, or a related field; advanced degree preferred.

Requirements:

1. Strong experience in IT service management, with at least a few years in a leadership role.
2. Extensive experience with ITIL framework and certifications (e.g., ITIL Foundation, Intermediate, or Expert).
3. Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA Management).

Preferred Skills:

1. Strong leadership and team management skills.
2. Excellent communication and stakeholder engagement capabilities.
3. Proven ability to design and implement service management strategies.
4. Analytical and decision-making skills with a focus on continuous improvement.
5. Strong understanding of ITIL, Agile, and DevOps methodologies.
6. Exceptional organizational skills and ability to prioritize effectively in a dynamic environment.
7. Customer-centric approach to IT service delivery and support.
8. Collaborative mindset with a focus on driving cross-functional alignment.

Why Join Us?

Join our team and contribute to a culture of innovation, collaboration, and excellence. If you are ready to advance your career and make a significant impact, we encourage you to apply.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working for you

We know your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

1. Generous holiday allowance with the option to buy additional days.
2. Health screening, eye care vouchers and private medical benefits.
3. Life assurance.
4. Access to a competitive contributory pension scheme.
5. Save As You Earn share option scheme.
6. Travel Season ticket loan.
7. Electric Vehicle Scheme.
8. Maternity, paternity and shared parental leave.
9. Employee Assistance Programme.
10. Access to emergency care for both the elderly and children.
11. RECARES days, giving you time to support the charities and causes that matter to you.
12. Access to employee resource groups with dedicated time to volunteer.
13. Access to extensive learning and development resources.
14. Access to employee discounts scheme via Perks at Work.

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