Service Management Office Lead

We are seeking a Service Management Office Lead to join our team!

What the day will look like

• Lead the global SMO function across Infrastructure and Application Managed Services, ensuring standardized supplier management processes and governance cadence
• Govern end-to-end supplier performance management - including SLA/Key Performance Indicators monitoring, scorecards, executive QBRs, and service-level dispute resolution
• Drive cross-regional alignment through consistent reporting, contract governance, and financial tracking (ARC/RRC, credits, penalties)
• Partner with GSM, IT Finance, and Risk to be responsible for commercial performance, invoice accuracy, and alignment to financial controls
• Lead strategic vendor forums (operational reviews, executive reviews, and strategic summits)
• Supervise the development and documentation of supplier management processes in collaboration with Process Owners, ensuring alignment with ITIL and audit requirements
• Sponsor training and communication initiatives to ensure global understanding of SMO workflows, standards, and governance mechanisms
• Mentor and run regional SMO leads (EMEA/APAC and NA/LATAM), enabling local execution of governance while ensuring global consistency
• Identify systemic service and vendor risks, manage the global RAIDD log, and raise critical issues to CIO and PLMO leadership.

Functional Skills

Deep expertise in IT outsourcing governance and supplier relationship management frameworks

Demonstrable understanding of both Infrastructure and Application Managed Services delivery models

Skilled in contract governance, obligations management, and performance frameworks (SLAs, important metrics, ARC/RRC)

Experience leading multi-vendor, cross-regional supplier governance and executive-level collaborator management

Knowledge of third-party risk, audit, and compliance processes

Proficiency with service and supplier management tools (e.g., ServiceNow, Power BI, Tableau)

Strong financial literacy in ARC/RRC tracking, benefits realization, and vendor spend analytics

Familiarity with ITIL4, COBIT, and supplier performance automation frameworks

Familiarity with GenAI and LLMs, especially prompt engineering, ability to employ Copilot, ChatGPT and similar tools

Executive presence and ability to influence C-suite and senior vendor executives

Validated capability to lead multi-functional, global teams and drive accountability in matrixed organizations

Strategic problem solver with strong analytical difficulty and results orientation

Capable of balancing emotional intelligence, clarity, and business alignment in critical discussions

Curiosity and learning mentality to continuously evaluate emerging AI capabilities and incorporate them into SMO strategy and roadmaps

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal history are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The salary range for this position (intended for U.S. applicants) is $137k to $210k annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.