Senior Service Manager - Platform Team
Core
Leading operational stability and resilience for a global AI-infused scenario planning platform, managing major incidents, customer escalations, and service improvement strategies.
Role type
Senior Service Manager (Platform Engineering)
Builds
Operational stability, service management frameworks, and incident response capabilities for Fortune 500 customers
Domain
SaaS / Enterprise Planning / IT Operations
Deliverable
production ML models | infrastructure
Required skills
Major Incident Management, Problem Management, Relationship Management, ITIL/ITSM framework expertise, ITSM tooling (Jira, Confluence, Statuspage, PagerDuty), stakeholder management, post-incident review leadership
Preferred skills
Project Management (Prince 2), Major Incident Management (MIM) Professional Level, Grafana, CMDBs
Technologies
Jira Software, Jira Service Management, Confluence, Statuspage, PagerDuty, Grafana
Responsibilities
Lead major incident response and drive continuous improvement of service management frameworks; Mentor peers and junior team members on ITIL/ITSM best practices; Serve as key point of contact for high-stakes customer escalations; Command end-to-end incident management lifecycle including triage and PIRs; Define and refine core service management processes based on operational data; Act as liaison between engineering, customer success, and leadership
Seniority
Senior, hands-on IC with mentorship responsibilities
