Service Manager

Skills

About the Role

You will manage assigned services day to day, including ticket oversight, escalations, and operational processes. You will maintain operational readiness and risk reviews, develop service workflows and standards, collaborate to resolve issues, monitor metrics, identify risks, and improve availability, reliability, and performance.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Hands-on experience delivering technical services or support in a customer-facing environment.
• Strong technical background and ability to understand and troubleshoot complex issues.
• Excellent communication, problem-solving, and organizational abilities.
• Ability to manage multiple priorities in a fast-paced setting.
• 3+ years of experience in technical service or support roles.
• Experience with SaaS and cloud services.
• Familiarity with ITIL or similar service management frameworks.
• Experience with compliance, regulatory, or relevant certifications such as SOX.
• Familiarity with AI and automation technologies.

Responsibilities

• Oversee assigned business units and continuously improve service management processes and practices.
• Maintain operational readiness and risk reviews for new features, products, and services.
• Partner with engineering, product, operations, and vendors to implement scalable reliability and performance improvements.
• Establish and monitor service metrics and key performance indicators.
• Manage day-to-day service activities, including ticket oversight, escalations, and operational processes.
• Develop and maintain service processes, workflows, and support standards.
• Collaborate with Product, Engineering, IT Ops, and other teams to resolve issues and relay customer feedback.
• Identify service risks and propose backlog items or mitigation measures.
• Ensure compliance with company policies, service-level agreements, and industry best practices.
• Promote accountability, technical curiosity, and continuous learning.

Benefits

• Health plans, including fertility and family-planning programs, mental health support, and fitness benefits.
• Paid time off and sick leave.
• Annual bonus and long-term incentive opportunities based on performance.
• 401(k) matching up to 5%.
• Commuter benefits.
• Pet insurance.
• Medical, vision, dental, life, and disability insurance.
• Short-term or long-term incentive compensation, including cash bonuses and stock program participation.
• 14 paid company holidays.