Service Manager - DevOps And Automation
About The Position
This is a hands-on Service Manager role responsible for leading day-to-day operations of a DevOps and Automation team while contributing to our client organization’s cloud and automation strategy over the next 1–3 years. The role starts as a contract (remote possible) and converts to a full-time hybrid position (preferred locations include Mechanicsburg, PA or Merrill WI, Milwaukee WI or Madison WI). The conversion salary sweet spot is $150,000/yr. Success looks like smooth day-to-day DevOps operations, improved ticket throughput and SLA adherence, and increased automation adoption. This role works closely with a DevOps team of 7 total (including offshore contractor) and an Automation team of 2 contractors. The Service Manager will eventually manage teams directly after conversion to full-time.
Requirements
- Strong people management and leadership experience
- Hands-on experience in DevOps environments
- Hands-on experience with Java applications & Apache servers
- Hands-on experience with ServiceNow ticketing systems
- Experience managing production support / operations teams
- Ability to balance technical execution with leadership responsibilities
Nice To Haves
- Experience with Control-M
- Prior experience in insurance or property & casualty industry
- Exposure to cloud migration and SaaS transformations
- Familiarity with automation frameworks (e.g., Selenium)
Responsibilities
- Manage daily operations of a DevOps team (6–7 engineers, including offshore and contractors)
- Lead and mentor a team of DevOps engineers and automation team members
- Ensure work is aligned to SLAs and KPIs
- Act as a hands-on leader, able to step in and resolve issues or take tickets as needed
- Serve as a backup for on-call support
- Oversee ServiceNow queues and backlog
- Ensure tickets are prioritized, assigned, and resolved efficiently
- Maintain visibility into operational health and service delivery
- Drive increased automation maturity (currently 10% automated)
- Identify and implement automation opportunities (e.g., queue management, DR, patching)
- Partner with stakeholders to gather requirements and deliver process improvements
- Contribute input on automation tools and technologies (e.g., Selenium)
- Support and manage Java-based applications and Apache servers
- Work across a mixed environment including: Azure DevOps, Git (CI/CD pipelines), AWS & Azure cloud platforms, ServiceNow, Control-M, Pega, Guidewire
- Oversee job scheduling and reporting processes (via Control-M)
- Support transition from on-prem to SaaS (Control-M migration planned for 2027)
- Contribute to 1-, 2-, and 3-year technology roadmap
- Support ongoing cloud migration strategy (increasing focus on AWS)
- Help guide modernization efforts including: SaaS adoption, Automation expansion, System transitions (e.g., Guidewire for claims/billing)
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
