Service Manager III

Job Summary

The Service Management Specialist is responsible for ensuring the stability, reliability, and continuous improvement of IT services through effective management of Major Incidents, Change Management, Release Management, Event Management, and Service Management governance processes. The role serves as a key liaison across business, operations, and technology teams to minimize service disruptions and drive operational excellence.

Responsibilities

Major Incident Management

• Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impact

• Facilitate incident bridges and coordinate cross-functional technical teams during critical service outages

• Provide timely stakeholder communications and executive updates throughout incident lifecycles

• Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure

• Monitor incident trends and recommend service improvements to reduce recurring issues

Change Management

• Govern the end-to-end Change Management process in accordance with established ITIL 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 rates, compliance, and post-implementation outcomes

• Drive continuous improvement of change governance and controls

Release Management

• Coordinate release planning, scheduling, and deployment activities across multiple technology teams

• Maintain and govern release calendars to prevent conflicts and minimize service disruptions

• Ensure release readiness through stakeholder alignment and operational preparedness

• Conduct post-release reviews and identify opportunities for process enhancement

Event Management

• Monitor service events and alerts to proactively identify potential service risks

• Coordinate with operational teams to ensure timely response to high-priority events

• Analyze event trends and recurring alerts to improve service reliability and performance

• Support implementation of monitoring improvements and event management best practices

Service Management Governance

• Ensure adherence to IT Service Management (ITSM) processes, policies, and standards

• Develop and maintain process documentation, reports, dashboards, and operational metrics

• Track SLA, KPI, and operational performance against service targets

• Support audit, compliance, and governance requirements related to service operations

Continuous Service Improvement

• Identify opportunities to improve service quality, operational efficiency, and customer experience

• Lead service improvement initiatives and process optimization efforts

• Drive lessons learned from incidents, changes, and releases into actionable improvements

• Partner with stakeholders to implement best practices and enhance service performance

Qualifications
Required

• 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

• Good understanding of ITIL principles and service management best practices

• Experience with 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

Preferred Qualifications

• 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 in driving process improvements and operational excellence initiatives

• Exposure to Agile ways of working and project delivery methodologies

Key Success Metrics

• Major Incident resolution and recovery performance

• SLA and KPI adherence

• Change success and compliance rates

• Release deployment effectiveness

• Service availability and operational stability

• Reduction in recurring incidents and service risks

• Successful delivery of service improvement initiatives

• Stakeholder and customer satisfaction

Role Level: Service Management Specialist
Function: IT Service Management (ITSM)
Focus Areas: Major Incident Management, Change Management, Release Management, Event Management, Service Governance & Continuous Service Improvement