Job Title: Service Manager
Location: Chicago, IL - must work onsite
Length: 12 months
Service Manager
The Service Portfolio Manager will own and govern the service portfolio and service catalog across the assigned scope. The role will establish lifecycle controls, maintain service definitions, drive service onboarding and continual improvement, and provide clear visibility of service performance, cost, risk, and supplier outcomes. The individual will partner with business, technology, operations, and vendor stakeholders to ensure services are well-defined, measurable, supportable, and aligned to business needs.
As a Service Manager, you will be responsible for ensuring the smooth operation, support, and continuous improvement of applications across the organization. You will work closely with stakeholders, engineering teams, and business units to maintain high availability, performance, and user satisfaction of critical applications.
Your Impact
Oversee the end-to-end service management of applications, ensuring operational excellence and adherence to SLAs.
Manage incident, problem, and change management processes to minimize service disruptions and improve system stability.
Collaborate with engineering teams to ensure seamless application support, troubleshooting, and resolution of technical issues.
Define and monitor key performance indicators (KPIs) to track service performance and identify areas for improvement.
Lead service reviews, root cause analysis, and continuous improvement initiatives to enhance application performance.
Ensure compliance with ITIL best practices and service management frameworks.
Develop and maintain service documentation, runbooks, and knowledge base articles to support efficient service delivery.
Act as a liaison between business stakeholders and technical teams to align service delivery with business objectives.
Drive automation and process optimization to enhance service efficiency and reduce manual efforts.
Provide leadership and mentorship to service support teams, fostering a culture of collaboration and continuous learning.
Skills & Experience
8+ years of experience in service management, application support, or IT operations.
Strong understanding of ITIL service management principles, including incident, problem, and change management.
Experience in managing application support teams and ensuring high-quality service delivery.
Proficiency in monitoring tools, incident tracking systems, and service management platforms.
Strong analytical and problem-solving skills with the ability to drive root cause analysis and service improvements.
Excellent stakeholder management and communication skills, with the ability to work with cross-functional teams.
Experience in driving automation and process optimization to enhance service efficiency.
Knowledge of cloud-based applications, SaaS platforms, and enterprise IT environments.
Set Yourself Apart With
ITIL v4 certification or other relevant service management certifications.
Experience in DevOps practices, CI/CD pipelines, and cloud-native application support.
Knowledge of IT service management tools such as ServiceNow, Jira Service Management, or Remedy.
Strong leadership and team management skills, with a focus on driving service excellence.