Service Manager

The IT Operations Service Manager is a member of the Assurance Digital Services team, responsible for tracking, monitoring, and coordinating the end-to-end delivery and performance of Assurance technology services and platforms. This role helps to bridge operational gaps between technology delivery teams and business operations, ensuring accurate visibility, timely updates and escalations, and reliability of service delivery.

The individual in this position works tactically to maintain real-time awareness of service activity; monitoring ServiceNow queues, directing other service team members, coordinating vendor updates/releases, and tracking incident trends. The role helps ensure that service performance, outages, and releases are tracked, documented, and reported consistently to support informed decisions, reduce disruption, and improve operational reliability..

Operational Monitoring and Service Continuity

• Act as the central coordination point for monitoring, tracking, and reporting on operational activities across Assurance Digital Services.
• Continuously review ServiceNow queues, assignment groups, and vendor tickets to maintain real-time awareness of issues, SLAs, and progress.
• Run and analyze daily and weekly SLA and backlog reports to identify delays, trends, or recurring incidents requiring escalation or follow-up.

• Monitor change activity during critical periods (e.g., busy season) to prevent service disruption and communicate potential impacts to stakeholders.

• Leverage dashboards, ServiceNow analytics, and reports to identify performance trends, recurring issues, and system dependencies.
• Maintain situational awareness of critical or high-priority incidents, ensuring timely communication and resolution tracking across LOBs and IT.

• Support release readiness, change implementation, and validation activities to ensure system stability and business continuity.
• Collaborate with vendors and platform teams to verify release timing, testing results, and post-release performance.
• Create and maintain dashboards, reports, and analytics summarizing service metrics, incident trends, and SLA performance.
• Analyze performance and incident data to detect recurring issues, underlying causes, and improvement opportunities.
• Enhance monitoring, reporting, and process documentation to improve visibility and operational efficiency.
• Update and maintain operational playbooks, workflows, and knowledge articles for incident and change management.
• Document corrective actions, post-incident findings, and lessons learned to drive consistency in future operations.

• Work closely with technology, operations, and business teams across LOBs to maintain consistent communication and coordination.
• Participate in operational syncs and follow-up meetings to confirm progress on open issues and improvement actions.
• Provide real-time operational updates, outage summaries, and change visibility to leadership and stakeholders.
• Collaborate with vendor and IT teams to align priorities and ensure service activities are communicated clearly and on time.
• Translate monitoring data and incident information into concise, factual summaries for reporting and portfolio visibility.

• Create and maintain operational documentation, including process diagrams, knowledge articles, service reports, and dashboards.
• Support small to mid-size project activities related to system updates, operational readiness, or process improvements.
• Participate in audits, operational assessments, and continuous improvement reviews.
• Provide after-hours or weekend coverage as part of the on-call rotation when required.
• Contribute to team meetings, planning sessions, and special projects as assigned.

EDUCATION

• Bachelor’s degree in related field or equivalent experience.

TECHNICAL SKILLS

• Professional or equivalent experience working with Microsoft Windows and Microsoft productivity software (e.g. Microsoft 365, Microsoft Office, Microsoft Teams).
• Proficiency in supporting web and desktop applications on premises, cloud, and hybrid environments
• Ticket management system knowledge, ServiceNow is preferred as well as working knowledge of Azure Dev Ops.
• Strong analytical skills to interpret ticket management performance, trends, and escalation.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• High sense of urgency
• Curious, self-learner.
• Problem solver.
• Nimble and adaptable, learn on the job.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
• Strong organizational and time management skills to handle concurrent priority task assignments.
• Good communication skills both written and verbal.
• Strong attention to detail, motivation, and initiative.
• Works well under pressure of deadlines and troubleshooting unexcepted issues of a production system environment.
• Ability to report work progress status in a consistent and efficient professional manner.
• Track record of documenting work done in a manner.
• Consistently maintain personal business availability reflected accurately on Outlook Calendar with minimum two weeks in advance.
• Must be diligent to avoid execution errors that may lead to disruption of business operations.
• Must be comfortable following extensive troubleshooting guides containing multiple steps involving various systems.
• Must be comfortable actively working with multiple active sessions/windows open on the computer screen (monitor).
• Must be comfortable handling large quantities of data in spreadsheet and systems.
• Must be comfortable working primarily using e-mails.
• Must be comfortable and effective in performing repetitive tasks.
• Ability to participate in on-call duties afterhours, including but not limited to answer calls and remotely connect to troubleshoot systems on reliable internet connection.

EXPERIENCE

• Minimum of 6 years customer service and professional IT experience.
• Minimum of 2-4 years working with ticket management system and technical incident resolution.
• Minimum of 2-4 years of remote work experience.
• Prefer 2 years of large scale appllication support management

PREFERRED REQUIREMENTS

• Data Analytics and/or advanced Microsoft Excel working knowledge. PowerBI experience would be ideal.
• Experience supporting Windows Server, File Share Systems, and Windows Active Directory.
• Some experience creating process workflows and/or technical diagrams.
• Some experience with SQL or software programing language.
• Clear understanding of client/server architectural concepts.
• ITIL Foundations training or certification
• Familiarity with Agile or Lean practices
• Familiarity with AI tools
• Some IT Security and Compliance background
• Track record of above average performance evaluation reviews over the last 2 years.