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Service Manager

3 hours, 49 minutes ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
AWS CI/CD
Apply Now
Kapitus

Kapitus

Kapitus, a leading small business financing company, offers fast, flexible term loans and lines of credit from $5k to $5 million. With a focus on simplifying financing for small businesses, Kapitus provides multiple loan options to support business gro...

Diversified Financial Services
251-1K
Founded 2006
$490M raised
View All Jobs 13

Description

  • Own and run the end-to-end Incident Management process.
  • Lead and coordinate P1/P2 major incidents from detection through resolution.
  • Facilitate troubleshooting across Infrastructure, DevOps, Security, Networking, and Application teams.
  • Serve as the primary communication lead during incidents and provide updates to executives, stakeholders, and end users.
  • Conduct root cause analysis for major incidents and track corrective actions.
  • Identify incident trends and drive long-term prevention efforts.
  • Own the Change Management process for infrastructure, cloud, application, and configuration changes.
  • Review, assess, and approve standard, normal, and emergency changes.
  • Chair Change Advisory Board (CAB) meetings and maintain the change calendar.
  • Coordinate software releases, infrastructure rollouts, patch cycles, and deployments.
  • Work with DevOps, Engineering, and QA to ensure release readiness and post-release validation.
  • Oversee CMDB accuracy, maintain configuration items and dependencies, and drive data quality initiatives.
  • Improve ITSM processes using ITIL best practices and maintain IT operational policies and procedures.
  • Establish KPIs and dashboards for incidents, changes, and releases, and train IT teams on defined workflows.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a 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 such as ServiceNow or Jira Service Management.
  • Familiarity with AWS, cloud services, CI/CD, DevOps, and infrastructure technologies.
  • Excellent leadership under pressure with a calm, structured, and decisive approach.
  • Strong analytical and problem-solving abilities.
  • Outstanding written, verbal, and executive communication skills.
  • Ability to prioritize in a high-stakes, dynamic environment.
  • Customer-focused mindset with an emphasis on operational excellence.
  • ITIL v4 Foundation or higher certification preferred.
  • Experience with cloud-native and SaaS environments 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%.
  • Comprehensive medical, dental, and employer-paid vision insurance.
  • Flexible spending account and lifestyle spending account.
  • 100% company-paid basic short-term and long-term disability insurance, plus vision insurance.
  • Voluntary supplemental life and enhanced disability coverage, plus accident and hospitalization insurance options.
  • Paid maternity and parental leave.
  • Commuter benefits for parking and travel expenses.
  • Tuition reimbursement of up to $5,000 annually, plus access to conferences and career development events.
  • Paid time off and sick time.
  • 401(k) plan through Fidelity with a 25% company match up to 6% of annual salary.
  • Employee wellness and lifestyle perks including Calm App access, UHC rewards, LifeBalance discounts, and Plum Benefits discounts.
  • Travel reimbursement for work-related travel.

Interested in this position?

Apply directly on the company website

Apply Now

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