Service Manager III - Dallas, TX

Military Spouse Corporate Career Network • Dallas, TX

1d • Onsite

About The Position

The Service Management Specialist is responsible for ensuring effective operation of IT services through Major Incident, Change, Release, Event, and Service Management processes. This role partners across business, operations, and technology teams to minimize service disruptions, strengthen governance, and drive operational excellence.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 5+ years of experience in IT Service Management, IT Operations, or Production Support environments.
• Strong understanding of ITIL principles and service management best practices.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.
• Strong stakeholder management, communication, facilitation, and coordination skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to work effectively in high-pressure situations and manage competing priorities.

Nice To Haves

• ITIL Foundation or ITIL 4 Certification.
• Experience in enterprise-scale or global support environments.
• Knowledge of Service Level Management, Problem Management, and Operational Governance.
• Experience driving process improvement and operational excellence initiatives.
• Exposure to Agile ways of working and project delivery methodologies.

Responsibilities

• Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impact.
• Facilitate incident bridges and coordinate cross-functional teams during critical service disruptions.
• Provide timely stakeholder communications and executive updates throughout incident lifecycles.
• Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure.
• Analyze incident trends and drive actions to prevent recurring issues.
• Govern the end-to-end Change Management process in accordance with ITIL best practices.
• Review and assess change requests for risk, impact, and implementation readiness.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtained.
• Monitor change success, compliance, and post-implementation outcomes while driving ongoing process improvements.
• Plan and coordinate releases across multiple technology teams.
• Maintain release calendars and manage release dependencies to minimize service disruptions.
• Ensure operational readiness and stakeholder alignment prior to deployments.
• Conduct post-release reviews and implement process enhancements.
• Monitor service events and alerts to identify operational risks proactively.
• Coordinate response activities for high-priority events.
• Analyze event patterns and recurring alerts to improve monitoring effectiveness and service performance.
• Support adoption of event management best practices and tooling enhancements.
• Ensure adherence to IT Service Management (ITSM) processes, policies, and standards.
• Maintain process documentation, dashboards, operational metrics, and management reporting.
• Track SLA, KPI, and operational performance against service targets.
• Support audit, compliance, and governance requirements related to service operations.
• Identify and lead initiatives that improve service quality, operational efficiency, and customer experience.
• Translate lessons learned from incidents, changes, and releases into measurable improvements.
• Partner with stakeholders to implement best practices and strengthen service performance.

Benefits

• The targeted pay range for this position in the following location is / locations are: United States - Dallas Infomart Office DAI : 118,000 - 176,000 USD / Annual

What This Job Offers

• Job Type: Full-time
• Career Level: Senior