Service Manager – ITSM & Infrastructure Transition

About the company

We are a technology-driven organization passionate about helping businesses turn complex challenges into meaningful digital solutions. Our multidisciplinary teams bring together expertise in digital strategy, design, engineering, and emerging technologies to help our partners innovate, scale, and stay ahead in a rapidly evolving landscape.

We work across a diverse portfolio of projects and industries, collaborating with organizations around the world to create impactful solutions and explore new possibilities through technology. Our culture is built on collaboration, innovation, continuous learning, and a strong sense of ownership.

Join a global team where your ideas, expertise, and curiosity can make a meaningful impact.

About the role

We are looking for a Service Manager based in the U.S. to join a long-term project for a software company headquartered in San Ramon, California. The client provides cloud solutions trusted by governments worldwide to accelerate digital transformation, deliver critical services, and strengthen communities.

The primary challenge of this role will be to lead the transition of a newly acquired company's Incident, Problem, and Change Management practices into the client's standard Service Management processes, tools, and operating model.

The position combines IT Service Management (ITSM), process transformation, and Technical Project Management. You will assess existing practices, identify gaps, define the transition roadmap, and coordinate infrastructure migration initiatives while ensuring alignment with security and compliance standards.

You will work closely with engineering, support, infrastructure, and leadership teams across both organizations to establish clear ownership, escalation paths, documentation, and sustainable Service Management practices.

Responsibilities

• Lead the end-to-end transition of Incident, Problem, and Change Management processes into the client's standard ITSM framework and tooling.
• Assess current Service Management practices, identify gaps against established standards, and define a transition plan with clear milestones, dependencies, and ownership.
• Ensure transitioned processes align with relevant security and compliance requirements, including SOC 2, PCI, GovRAMP, and ISO 27001 where applicable.
• Lead and coordinate infrastructure migration and service environment transition initiatives, managing project plans, timelines, dependencies, risks, stakeholders, and execution through completion.
• Own the Incident Management process for the acquired product line, ensuring appropriate detection, escalation, communication, coordination, and resolution.
• Establish effective Problem Management and Root Cause Analysis (RCA) practices to identify recurring issues and drive permanent resolutions.
• Implement standardized Change Management workflows, approval gates, and risk-assessment processes for releases and infrastructure changes.
• Partner with engineering, support, infrastructure, and leadership teams across both organizations to align processes, responsibilities, and escalation paths throughout the transition.
• Create and maintain runbooks, process documentation, and RACI matrices for the integrated Service Management processes.
• Lead post-incident and post-transition reviews to identify opportunities for improvement and ensure long-term process adoption.
• Bring structure and standardization to newly integrated teams while supporting a smooth transition into the new service operating environment.

Requirements

• 5+ years of experience in Service Management, IT Service Management (ITSM), or a related discipline.
• Proven experience leading Incident, Problem, and Change Management processes within a software or SaaS environment.
• Experience leading Service Management process transitions or integrations following mergers, acquisitions, or significant organizational changes.
• Demonstrated experience in Technical Project Management, particularly for infrastructure migrations or service environment transitions.
• Experience coordinating cross-functional technical teams, managing dependencies and risks, and driving projects against defined milestones.
• Strong working knowledge of ITIL frameworks and IT Service Management best practices.
• Experience managing and migrating Service Management processes within security and compliance-audited environments, such as SOC 2 and PCI.
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
• Strong experience applying ITSM best practices to SaaS products and services.
• Ability to establish clear processes, ownership models, escalation paths, and operating standards across distributed or newly combined teams.
• Strong stakeholder management skills and ability to build relationships across engineering, support, infrastructure, and leadership.
• Excellent written and verbal communication skills, with the ability to translate process changes into clear guidance for both technical and non-technical audiences.
• Ability to operate effectively in ambiguous environments and bring structure and standardization to evolving organizations.

Nice to have

• Extensive experience with the Atlassian ecosystem, particularly Jira and Confluence.
• Bachelor's degree in Computer Science, Systems Engineering, Business, or a related field.
• ITIL Certification.
• Project Management certification.
• Certification or formal training in relevant ITSM platforms.

Benefits

• Remote Work & Flexible Hours: Enjoy the freedom to work remotely and at times that suit you best.
• Continuing Education: Access ongoing training, workshops, and company-sponsored courses to keep your skills sharp.
• Career Growth: Discover abundant opportunities for advancement as you cultivate your skills and expertise.
• Language Learning: Take advantage of online English classes to enhance your communication skills.
• Referral Bonuses: Earn rewards for referring talented individuals to our team through our Referral program!
• The Box - Quarterly: Enjoy a mix of snacks and exciting swag delivered to your doorstep every three months!
• Keep Moving: Embrace an active lifestyle with our support! Enjoy reimbursement for your physical activity memberships every month.