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Service Manager

3 weeks 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 21

Description

  • Own and run the end-to-end Incident Management process.
  • Lead and coordinate P1/P2 major incidents from detection to resolution.
  • Facilitate cross-functional troubleshooting with Infra, 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.
  • 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 meetings and maintain the change calendar.
  • Coordinate software releases, infrastructure rollouts, patch cycles, and deployments.
  • Oversee CMDB accuracy, track assets, dependencies, and configuration items, and drive data quality initiatives.
  • Improve ITSM processes using ITIL best practices and develop operational policies and procedures.
  • Establish KPIs and dashboards, 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 a commitment to operational excellence.
  • ITIL v4 Foundation or higher certification preferred.
  • Experience with cloud-native and SaaS environments preferred.
  • Strong executive presence during critical incidents preferred.
  • Ability to drive cross-team alignment and influence decisions preferred.
  • Consideration for qualified remote candidates residing in states where Kapitus or a subsidiary has an established physical presence.

Benefits

  • Competitive base salary range of $117,800–$189,000.
  • Annual incentive compensation eligibility of up to 10% annually.
  • Comprehensive medical, dental, and employer-paid vision insurance through UnitedHealthcare.
  • Flexible spending account for qualified medical, dental, vision, pharmacy, and dependent care expenses.
  • Lifestyle spending account for physical, mental, and financial well-being expenses.
  • 100% company-paid basic short-term and long-term disability insurance and vision insurance.
  • 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.
  • Access to wellness and lifestyle perks such as Calm App access, Sweat Equity, LifeBalance discounts, Plum Benefits discounts, and other employee savings programs.

Interested in this position?

Apply directly on the company website

Apply Now

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