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Role Description

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.

What you will do:

• Incident Management
  • 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.
• Change Management
  • 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.
• Release Management
  • 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.
• Configuration Management (CMDB)
  • 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.
• Process Improvement & Governance
  • 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.

Qualifications

• 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.

Requirements

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

Benefits

• Competitive Base Salary Range of $117,800-$189,000.
• Annual Incentive Compensation Eligibility – Up to 10% annually.
• Health Insurance: Comprehensive medical, dental, and employer-paid vision plans through UnitedHealthcare (UHC).
• 100% Company Paid Insurances: Basic short-term and long-term disability insurance, as well as vision insurance.
• Voluntary Insurance: Supplemental life insurance and enhanced short- and long-term disability coverage available.
• Paid Maternity and Parental Leave: Company-paid maternity and parental leave.
• LifeBalance Program: Discounts on outdoor activities, arts, health, and fitness.
• Plum Benefits Discount Program: Access to exclusive discounts on shows, travel, car rentals, and more.
• Tuition Reimbursement: Up to $5,000 annually in tuition reimbursement.
• Transit Reimbursement: Support for all work-related travel.
• Paid Time Off: 120 Hours of Paid Time Off and 56 hours of Sick Time annually.
• Retirement Benefits: 401K plan with a 25% match on employee contributions.