SMO Service Catalog/Request Manager

Req ID: 374193 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a SMO Service Catalog/Request Manager to join our team in Salem, Oregon (US-OR), United States (US). The Service Management Office (SMO) Service Catalog/Request Manager will work under the Project Delivery Director's direction and will own the design, implementation, governance, and continual improvement of the Service Catalog, Request Fulfillment, and Service Request Management processes, ensuring a standardized, user-focused, and controlled approach to requesting and delivering IT services. This role requires strong experience in catalog design, request model governance, workflow standardization, service definition, approval controls, automation, and platform enablement, with the ability to drive process maturity, cross-functional alignment, and sustainable ownership. This can be a remote position with limited travel to the client’s site. Job Responsibilities Include:

• Own the end-to-end Service Catalog, Request Fulfillment, and Service Request Management processes, including process design, governance, implementation, and continual improvement.
• Define and maintain policies, standards, controls, roles, and operating procedures for catalog management and service request fulfillment.
• Establish governance for catalog structure, service definitions, request models, approval requirements, fulfillment workflows, prioritization rules, and request lifecycle states.
• Design and maintain a standardized service catalog framework that enables clear service offerings, request options, fulfillment expectations, and user guidance.
• Define and govern request models and workflow standards to ensure consistency, control, and efficiency across service request types.
• Ensure service requests are aligned with approval, entitlement, security, compliance, and audit requirements where applicable.
• Drive automation and standardization of request intake, routing, approvals, task orchestration, and fulfillment tracking.
• Ensure integration of Service Catalog and Request Fulfillment with Incident, Change, Knowledge, Asset, Configuration, and other ITSM processes to improve service delivery and operational control.
• Define and report on KPIs, fulfillment performance measures, SLA compliance, request volumes, backlog trends, and user experience indicators.
• Conduct process maturity assessments, identify gaps, and lead remediation and continual improvement initiatives.
• Partner with service owners, fulfillment teams, platform teams, security, compliance, and business stakeholders to align catalog and request governance with enterprise requirements.
• Identify and document platform requirements, catalog enhancements, workflow improvements, automation opportunities, and user stories to improve efficiency and usability.
• Represent process requirements during implementation and enhancement of platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, or equivalent ITSM tools.
• Maintain process documentation and an operational run book covering governance routines, request standards, ownership responsibilities, workflow controls, and key metrics.
• Build sustainable process governance practices to support long-term operational adoption and future transition to client ownership.

Basic Qualifications:

• Minimum of eight (8) years of experience in Service Catalog, Request Fulfillment, Service Request Management, or related ITSM process ownership within a complex enterprise environment.
• Minimum of eight (8) years of hands-on experience with ITSM platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, or similar tools.
• Minimum ten (10) years of IT service management, operations, or similar leadership role.
• Minimum seven (7) years of experience with ITIL (v3 or 4), COBIT, ISO/IEC 20000, and related service management frameworks and standards.
• Foundational ITIL or relevant service management certification.

Preferred Skills:

• Advanced ITIL or relevant service management certification.
• Experience in large, complex, or regulated environments with strong approval, compliance, or entitlement control requirements.
• Experience designing or improving service catalogs, request models, workflow automation, and user-centric request experiences.
• Ability to translate governance requirements into practical process design, platform enablement, and measurable operational outcomes.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $81,400 - $150,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here. Apply To This Job