Service Manager

Kapitus

12d•$117,800 - $189,000

About The Position

The Service Manager is responsible for overseeing and driving all Incident Management, Change Management, and Release Management activities across the organization. This role ensures stable, predictable IT operations by owning major incidents, coordinating cross-functional response, managing the change control process, and ensuring proper governance of configuration items (CIs) through the CMDB. The Service Manager acts as the central point of coordination for restoring service during outages, preventing recurrence, ensuring controlled deployments, and maintaining service quality across all IT teams. As Kapitus’s technology landscape and operational requirements evolve, the candidate will be expected to assume additional responsibilities and perform related duties as needed to support business objectives.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
8–10+ years of experience in IT Service Management, including incident and change management.
Strong understanding of ITIL practices, including Incident, Change, Problem, Release, and Configuration Management.
Experience running major incidents in a fast-paced environment.
Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, etc.).
Familiarity with AWS, cloud services, CI/CD, DevOps, and infrastructure technologies.
Excellent leadership under pressure — calm, structured, decisive.
Strong analytical and problem-solving abilities.
Outstanding communication skills — written, verbal, and executive reporting.
Ability to prioritize in a high-stakes, dynamic environment.
Customer-focused mindset with operational excellence.

Nice To Haves

ITIL v4 Foundation or higher certification.
Experience with cloud-native and SaaS environments.
Strong communication skills and executive presence during critical incidents.
Ability to drive cross-team alignment and influence decisions.

Responsibilities

Own and run the end-to-end Incident Management process.
Lead and coordinate all P1/P2 Major Incidents, from detection to resolution.
Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams.
Serve as the primary communication lead during incidents — providing timely updates to executives, stakeholders, and end users.
Ensure root cause analysis (RCA) is conducted for all major incidents and track corrective actions.
Identify incident trends and drive long-term prevention activities.
Own the Change Management process, governing all infrastructure, cloud, application, and configuration changes.
Review, assess, and approve changes (standard, normal, emergency).
Chair the Change Advisory Board (CAB) meetings.
Ensure proper risk assessment, testing evidence, backout plans, and scheduling alignment.
Maintain change calendar and enforce compliance with organizational standards.
Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments.
Work closely with DevOps, Engineering, and QA to ensure release readiness.
Ensure release documentation, approvals, and post-release validation are completed.
Track release performance, success rate, and deployment-related incidents.
Oversee the accuracy and integrity of the Configuration Management Database (CMDB).
Ensure all assets, dependencies, and CIs are properly tracked and maintained.
Drive CMDB data quality initiatives, audits, and reconciliation.
Continuously improve ITSM processes using ITIL best practices.
Establish KPIs and dashboards for incidents, changes, and releases.
Conduct training and ensure IT teams follow defined workflows.
Develop and maintain IT operational policies and procedures.

Benefits

Competitive Base Salary Range of $117,800-$189,000. Kapitus is providing this as a good faith salary range to comply with applicable law. The applicant’s final salary will depend on a number of factors including the applicant’s geographic location, skills, and experience.
Annual Incentive Compensation Eligibility – Up to 10% annually
Health Insurance: We offer comprehensive medical, dental, and employer-paid vision plans through UnitedHealthcare (UHC), with various coverage levels available to meet the needs of our employees and their families.
100% Company Paid Insurances: Kapitus fully covers the cost of basic short-term and long-term disability insurance, as well as vision insurance, ensuring our employees have comprehensive protection without any personal expense.
Voluntary Insurance: Supplemental life insurance as well as enhanced short- and long-term disability coverage are available through Mutual of Omaha, providing additional security for our employees. Additionally, Colonial Accident and Hospitalization insurances are also available, offering further protection against unforeseen events.
Paid Maternity and Parental Leave: Beyond state-mandated leave policies, Kapitus provides company-paid maternity and parental leave, supporting our employees during important family milestones.
LifeBalance Program: Enhance your lifestyle with our LifeBalance membership, which offers discounts on outdoor activities, the arts, health, and fitness. Additional benefits include: Pet and car insurance discounts. Financial services such as LegalShield. Relaxation and stress management tools, including a fully covered annual subscription to The Calm App.
Plum Benefits Discount Program: Access exclusive discounts on shows, travel, car rentals, and more, enriching your personal and family life.
Tuition Reimbursement: Pursue further education with up to $5,000 annually in tuition reimbursement, plus opportunities to attend relevant conferences and career development events.
Transit Reimbursement: We also offer transit reimbursement for all work-related travel, supporting your involvement in career and personal development activities.
Paid Time Off: Employees enjoy 120 Hours of Paid Time Off and can rollover up to 40 Hours to the following year, in addition employees receive 56 hours of Sick Time annually. Unused sick time does not expire; instead, it accumulates in a special accrual bank that never expires and can be utilized for FMLA needs or other approved leaves.
Retirement Benefits: Our 401K plan is managed through Fidelity, featuring a 25% match on employee contributions, helping you plan for a secure financial future.