Service Management Manager

Job Summary:

We are seeking a dynamic and experienced Service Management Manager to lead critical IT Service Management functions with a strong emphasis on Incident, Change, Problem, Service Delivery and Transition Management. The role requires deep experience supporting Managed Services customers in a 24x7 environment, with proven expertise in planning and executing seamless service transitions.

Key Responsibilities:

• Manage the end-to-end lifecycle of Incident, Change, and Problem Management in accordance with ITIL best practices.
• Drive timely resolution of high-impact incidents and ensure effective communication with stakeholders.
• Conduct post-incident reviews, root cause analysis (RCA), and implementation of corrective and preventive actions.
• Own the Change Management process including impact analysis, risk assessments, and CAB facilitation.
• Monitor compliance and effectiveness of Problem Management activities and trend analysis.

• Act as the Single Point of Contact (SPOC) for service delivery to managed services clients.
• Ensure consistent and high-quality service delivery aligned with contractual SLAs and KPIs.
• Develop and maintain service delivery plans, monitor performance, and lead service reviews.
• Collaborate with internal teams (operations, engineering, NOC, SOC, etc.) to ensure timely service fulfillment.
• Track and manage service risks, issues, and escalations proactively.
• Drive continuous service improvement initiatives and manage service enhancement projects.
• Work closely with business stakeholders to understand client expectations and translate them into operational deliverables.
• Maintain customer satisfaction by ensuring operational transparency, responsiveness, and value-added services.

• Act as the primary interface for Managed Services customers, ensuring consistent and high-quality service delivery.
• Lead service governance meetings, SLA compliance reporting, and continuous service improvement initiatives.
• Build strong customer relationships and manage expectations effectively in a 24x7 support model.

• Lead and mentor a team of ITSM process owners and coordinators.
• Establish, document, and refine operational processes to meet changing business needs.
• Provide ITSM tool and process training to internal teams and clients as needed.

• Lead Service Transitions from project phase to operations, including greenfield setups, technology migrations, and onboarding of new clients or services.
• Develop comprehensive transition plans, including timelines, resource allocation, cutover strategies, risk management, and communication protocols.
• Conduct Due Diligence and Discovery workshops to assess service scope, infrastructure, tools, and operational maturity.
• Collaborate with solution architects, delivery managers, and SMEs to ensure service design and delivery alignment with operational capabilities.
• Define and track readiness criteria, knowledge transfer milestones, and acceptance criteria for successful go-live.
• Coordinate handover to operations with detailed documentation (Runbooks, SOPs, escalation matrices).
• Ensure minimal service disruption and operational continuity during transition activities.
• Continuously assess and optimize the transition framework to improve efficiency and effectiveness for future engagements

• 8 years of experience in IT Service Management roles, with 3 years specifically in Service Delivery & Service Transition.
• Strong expertise in Incident, Change, and Problem Management processes.
• Demonstrated experience in managing 24x7 operations for large Managed Services accounts.
• Solid understanding of ITSM tools like ServiceNow, BMC Remedy, or equivalent.
• ITIL v3 or v4 Foundation certification (Intermediate or Expert preferred).
• Experience in handling transitions for multi-tower or multi-client environments.
• Strong stakeholder management, communication, and negotiation skills.
• Ability to work in dynamic environments with tight deadlines and high customer expectations.

• Experience working with global delivery models and geographically dispersed teams.
• Exposure to cloud migrations, hybrid infrastructure environments, or digital transformation programs.
• PMP, PRINCE2, or any transition/project management certification is a strong plus.

"Remote postings are limited to candidates residing within the country specified in the posting location"

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world's leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.