Lead Service Management Engineer
About The Position
The Lead Service Management Engineer drives end-to-end delivery and operational excellence across Run (ITSM/Remedy), Build (Jira-based project delivery), and Reliability (SRE) workstreams. The role standardizes intake and governance, improves service health through metrics and root-cause analysis, and partners with engineering, product, infrastructure, and BizOps to deliver secure, compliant, and resilient systems. The position owns and improves IT service management processes, operational governance, documentation, compliance tracking, and service reporting. It also supports consistent Jira-based project delivery, facilitates program ceremonies and release readiness, and establishes BizOps acceptance criteria. In partnership with SRE and engineering teams, the role improves observability, operational readiness, capacity planning, performance, and continuous delivery.
Responsibilities
- Own and standardize ITSM intake and governance across Incident (INC), Problem (PBI), Work Order (WO), and Change (CHG) modules, ensuring work is captured, categorized, and traceable.
- Define and enforce Incident, Problem, and Change standards, workflows, and operating cadences; publish and maintain standard Jira/ITSM templates as applicable.
- Establish and report on service performance through SLA/SLO/KPI definitions, dashboards, and executive-ready status reporting; identify gaps and lead corrective actions.
- Analyze recurring incidents, work orders, problems, and high-risk changes; drive root-cause analysis, remediation plans, and prevention mechanisms.
- Build and maintain operational reporting and dashboards, such as DOMO, to support trend analysis and decision-making.
- Own and continuously improve SOPs, guild standards, playbooks, and runbooks; drive periodic reviews and validation.
- Maintain the service catalog and CMDB to ensure accurate service ownership, dependencies, and operational readiness.
- Coordinate required and role-based training, including badge, federated, program skill, and BizOps skill training, and ensure completion and auditability.
- Lead and track security and compliance obligations, including PCI, SOX, SOC1/SOC2, access reviews, internal audits, vulnerability/issue/risk/exception tracking, certificate renewals, security mandates, risk registry (DRO), patching schedules, and BOMM-related controls.
- Build and maintain standard Jira templates and workflows for consistent intake, planning, execution, and reporting across programs and teams.
- Drive PI process execution and facilitation, including scrum ceremonies, kickoffs, intake, retrospectives, demos, customer onboarding, and product design reviews.
- Coordinate release activities and readiness documentation, including PLL, TAD creation, SOAR/operational resiliency reviews, peer reviews, and implementation plan reviews.
- Own BizOps acceptance criteria for stories and features to verify standards and prevent operational or compliance gaps from entering production.
- Capture and manage BizOps workstream requirements and program objectives; maintain transparent backlogs and delivery plans.
- Audit and track incomplete BOMM MLRs, establish actionable backlog items, and follow through to closure.
- Partner with SRE and engineering to reduce toil, improve capacity planning, and drive performance tuning and testing scenarios.
- Improve observability through logging, monitoring, and dashboards; create proactive monitors and alerts with attached playbooks and SOPs, and validate and tune existing alerts to reduce noise.
- Deliver operational readiness through enablement and training, including L1 monitoring/alerts and tool skill training, and standardize monitoring and runbook expectations.
- Support continuous delivery improvements, including deployment automation with validation and improved change success to reduce rollbacks/fail-forward due to design.
Benefits
- Medical, prescription drug, dental, vision, disability, and life insurance
- Flexible spending account and health savings account
- Paid leaves, including 16 weeks of new parent leave and up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time and 5 personal days, prorated based on date of hire
- 10 annual paid U.S. observed holidays
- 401(k) with company match
- Deferred compensation for eligible roles
- Fitness reimbursement or on-site fitness facilities
- Eligibility for tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
