Service Manager II
Core
Service Manager ensuring stability and resilience of a business-critical, tier-one scenario planning platform for hundreds of engineers and thousands of customers.
Role type
Senior Service Manager (ITIL/ITSM)
Builds
Operational excellence, incident response processes, and platform stability for a global SaaS platform.
Domain
SaaS / Enterprise Software / IT Operations
Required skills
ITIL/ITSM framework expertise, Major Incident Management, Problem Management, Root Cause Analysis (RCA), SLA compliance, Cross-functional liaison, Data analysis for trends, Process improvement
Preferred skills
Project Management (Prince 2), Major Incident Management (MIM) Professional Level 1 & 2, Grafana, CMDBs
Technologies
Jira Service Management, PagerDuty, Confluence, Statuspage, Office 365
Responsibilities
Command end-to-end incident management lifecycle including triage and communication; Define and refine core service management processes based on ITIL/ITSM; Act as liaison between engineering, customer success, and customers; Conduct post-incident reviews and drive problem management; Analyze operational data to identify trends and prevent future incidents.
Seniority
Senior, hands-on IC
