Senior Manager, Service Management
Core
Lead the Service Management team to mature and scale Major Incident, Problem, and Change Management across a global SaaS organization, ensuring resilience and quality of service for clients including central banks and asset managers.
Role type
Senior Manager, Service Management (People Leadership & Operational Transformation)
Builds
Global SaaS service delivery resilience and operational maturity
Domain
Financial Services / SaaS / IT Operations
Required skills
Service Management leadership, Major Incident Management, Problem Management, Change Management, ITIL framework, cross-functional transformation, vendor management, global team leadership, governance design, stakeholder management
Preferred skills
ITIL certification, cloud operations, agile delivery, SaaS service models
Technologies
ITIL, SaaS platforms, incident management tools, change management tools
Responsibilities
Lead and develop the Service Management team; Define and scale company-wide Major Incident Management frameworks; Provide senior oversight during critical incidents; Own Problem Management and root cause analysis; Own Change Management governance and controls; Establish global governance and performance reporting.
Seniority
Senior Manager, strategic leadership & team building