Service Manager III
Core
Lead and coordinate Major Incidents, govern Change and Release Management, and ensure IT Service Management (ITSM) process adherence to minimize service disruptions and drive operational excellence.
Role type
Senior IT Service Management Specialist (ITIL)
Builds
Stable IT service operations and governance frameworks
Domain
IT Operations / IT Service Management
Required skills
Major Incident Management, Change Management, Release Management, Event Management, ITIL principles, ITSM platforms (ServiceNow/Jira), stakeholder management, Root Cause Analysis, SLA/KPI tracking
Preferred skills
ITIL Foundation or ITIL 4 Certification, enterprise-scale support experience, Service Level Management, Problem Management, Agile methodologies
Technologies
ServiceNow, Jira Service Management
Responsibilities
Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration; Govern the end-to-end Change Management process in accordance with ITIL best practices; Plan and coordinate releases across multiple technology teams; Monitor service events and alerts to identify operational risks proactively; Ensure adherence to IT Service Management (ITSM) processes, policies, and standards; Identify and lead initiatives that improve service quality and operational efficiency
Seniority
Senior, hands-on IC