Manager - Service Management - Cloud
Core
Lead governance, delivery, and continuous improvement of Incident, Request, Problem, Configuration, and Change Management functions while managing the Service Desk in a managed services environment.
Role type
Senior operational leadership manager (Service Management)
Builds
Managed IT services delivery and customer experience
Domain
IT Services / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Service Management leadership, ITIL framework expertise, ITSM platform management, major incident response, continuous service improvement, automation and AI adoption, stakeholder management
Preferred skills
Experience with responsible AI adoption, digital transformation, process optimization
Technologies
ServiceNow, ITSM platforms
Responsibilities
Lead core Service Management functions, ensure service level agreements are met, drive major incident response and post-incident reviews, deliver continuous service improvement roadmap, champion automation and AI initiatives, collaborate across business units, provide service performance insights
Seniority
Senior, hands-on IC with team leadership
