Service Manager
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Title: Service Manager
Location: Los Angeles CA - Hybrid
Duration: 6 Month Contract
Job Description:
We are seeking a skilled Service Manager with expertise in leading and managing application & infrastructure operations within a Managed Services environment. The role needs to monitor & ensure consistent QCD (Quality Cost Delivery) performance provide strong ITIL governance and seamless collaboration across onsite and offshore teams. This position drives operational excellence customer satisfaction and unified service delivery across multiple domains.
Key Responsibilities:
Support transition of vendor-supported applications into in-house managed services model.
Manage development and execution of detailed transition and service management plans ensuring readiness and stability.
Monitor and maintain smooth delivery of operations across 20 infra and application support areas. Own end-to-end delivery accountability ensuring seamless coordination and unified service outcomes.
Govern ITIL-based service operations (Incident Problem Change Release and Service Level Management).
Build strong relationships across technology business partners and offshore teams. Ensure documented alignment on priorities timelines and execution quality
Co-ordinate with vendors during disengagement and manage clean controlled handovers/resolutions.
Monitor service health reviews KPIs/SLAs and compliance to service level expectations.
Identify monitor and communicate proactively on service performance risks mitigation plans and contingency plans.
Identify execute & track initiatives (knowledge management automation process improvements workflow optimizations modernization etc.) for continuous improvement and strive towards operational excellence
Manage escalations identify root causes and ensure steps are taken to avoid recurring issues.
Create publish & present Excel reports and PowerPoint presentations which provide high level (ex. trends analysis QCD at overall level) and detailed level (ex. QCD at each support areas level SLA dashboards RCAs) service performance insights.
Review team capacity and utilization on a periodic basis and provide recommendations
Manage overall documentation of processes procedures and configurations for knowledge sharing.
Provide timely training to team members (new/existing) on processes and ensure compliance with organizational policies and standards.
Lead and manage the Service Management team across infrastructure and application areas across both US and India regions.
Represent overall delivery team in reviews with Steering Committees Change Advisory Board and Quarterly Business Reviews.
Qualifications:
10 years of IT experience in service delivery and operations.
ITIL v4 Certified Mandatory; PMP / PRINCE2 / Six Sigma advantageous
Very strong ITSM process knowledge and SLA expectations
Strong service and project management background & knowledge about processes in Managed Services model
Experience working in global teams and Media and Entertainment industry is essential
Very good understanding of operations involved in Infrastructure areas such as AD Okta and application development and maintenance in the cloud.
Strong working experience with tools such as ServiceNow & Jira
Hands-on with Reporting/Analytics using Advanced Excel
Ability to work on initiatives and manage cross-functional collaboration.
Excellent analytical and problem-solving skills
Excellent communication and stakeholder engagement skills - able to represent global teams with confidence.
Experience working in offshore/onshore model ideally with India-based teams.
A mindset focused on continuous improvement accountability and partnership.
