Service Manager

You will lead complex technical issues within Core Products and Experiences, guide teams toward operational excellence, own critical operational issues, negotiate roadmaps and deadlines, manage changes, capacity, risks and post-incident reviews, and deliver initiatives that improve processes and service stability.

Responsibilities

• Take command of operationally critical issues
• Make difficult operational decisions
• Lead the service strategy
• Manage critical changes and planned work scheduling
• Own relationships with internal engineering teams
• Build and improve service management processes
• Manage technical risks
• Manage the Post Incident Review process and actions
• Drive Acceptance Into Service

Requirements

• Strong grasp of ITIL principles
• Understanding of Artificial Intelligence tooling
• Multiple years of experience in a Service Management function
• Ability to understand complex technical situations
• Ability to present service reports to senior stakeholders
• High standard of communication
• Comfort dealing with senior stakeholders and executives
• Ability to author documentation and share knowledge
• Familiarity with Agile