Service Manager Jobs

About The Position

Requirements

• Strong understanding of Application Maintenance & Support (AMS) delivery models.
• Strong understanding of ITIL-based service management processes.
• Strong understanding of incident management, including major and critical incident management.
• Strong understanding of problem management and root cause analysis.
• Strong understanding of change and release management.
• Strong understanding of service request and escalation management.
• Strong understanding of SLA/KPI tracking, monitoring, and compliance.
• Strong understanding of application availability, stability, and performance management.
• Strong understanding of production support and operational readiness.
• Strong understanding of service transition and knowledge management.
• Strong understanding of defect management and recurring incident reduction.
• Strong service delivery and governance capabilities, including managing onsite and offshore teams.
• Strong client-facing and stakeholder-management skills, including managing expectations, escalations, priorities, and service commitments.
• Ability to translate technical issues into clear, business-impact-oriented communication.
• Leadership and operational management capabilities, including leading support teams and managing resources, workload, and service priorities.
• Bachelor’s degree or foreign equivalent from an accredited institution; three years of progressive experience in the specialty may be considered in lieu of each year of education.
• Authorization to work in the United States for any employer without employer-based visa sponsorship.

Nice To Haves

• Strong experience in application maintenance or production support engagements.
• Experience managing enterprise applications in a 24x7 support environment.
• Hands-on understanding of ITSM tools and ticket lifecycle management.
• Good understanding of SAP application landscapes and integration dependencies.
• ITIL knowledge or certification.
• Excellent communication, leadership, coordination, and presentation skills.
• Experience working in an onsite-offshore delivery model.
• Ability to manage high-pressure production incidents and executive or client escalations.

Responsibilities

• Define project objectives and scope in alignment with business goals and collaborate with stakeholders to support efficient delivery.
• Coordinate sprint planning and meetings with technical teams and stakeholders, and maintain relationships with mid-level and senior client representatives.
• Evaluate project deliverables and drive adoption of methodologies and tools to improve project execution and outcomes.
• Identify and mitigate project risks, and work with quality assurance teams to incorporate quality planning into workflows and deliverables.
• Develop and run project estimates, monitor budget performance, and optimize resource allocation.
• Support preparation of technical and commercial proposals aligned with client needs and organizational capabilities.
• Participate in resource allocation planning, conduct performance appraisals, and facilitate professional development.
• Serve as the primary onsite interface between the client and offshore delivery and support teams.
• Lead daily and weekly service reviews and operational governance, and provide concise service health and status reporting.
• Coordinate the resolution of P1/P2 and business-critical production incidents, communicating business impact, progress, mitigation, and resolution updates.
• Drive root cause analyses for critical and recurring incidents and ensure corrective and preventive actions are implemented.
• Monitor ticket backlog and aging, SLA adherence, incident trends, problem tickets, and operational risks.
• Identify opportunities for ticket reduction, automation, process improvement, and proactive problem prevention.
• Coordinate cross-functional application, infrastructure, vendor, client, and delivery teams to resolve issues.
• Manage client expectations, escalations, priorities, and service commitments; facilitate governance discussions about risks, dependencies, recurring issues, and improvement initiatives.
• Lead application maintenance and support teams across multiple workstreams and drive accountability for incidents, problems, changes, and service requests.
• Manage resource coverage, support priorities, workload, and operational dependencies.
• Ensure documentation, knowledge transfer, runbooks, and support procedures are maintained.
• Drive continuous service improvement and operational excellence, and establish mitigation plans for service risks.
• Facilitate team performance, professional growth, and a culture of learning and innovation.

Benefits

• Medical, dental, vision, and life insurance.
• Long-term and short-term disability insurance.
• Health and dependent care reimbursement accounts.
• Accident, critical illness, hospital indemnity, and legal insurance.
• 401(k) plan and contributions dependent on salary level.
• Paid holidays and paid time off.
• Competitive pay.