Design and implement comprehensive service management standards for Incident, Problem, and Change Management practices.
Lead the development and maintenance of end-to-end user journeys, ensuring seamless experiences across engineering service touchpoints.
Drive business analytics initiatives to measure process performance, identify trends, and quantify operational improvements.
Develop and maintain standard operating procedures, runbooks, and knowledge base articles for service management practices.
Partner with engineering teams to implement process improvements based on performance data and stakeholder feedback.
Coordinate service management service delivery across engineering teams, ensuring consistent application of standards.
Design and deliver training programs to enable users and promote adoption of service management best practices.
Conduct regular system audits to ensure compliance with established standards and identify improvement opportunities.
Implement organizational change management strategies to drive adoption of new processes and tools.
Create and maintain dashboards and reports to communicate service performance metrics to stakeholders at all levels.
Act as a trusted advisor to engineering leadership on service management optimization and operational excellence.

Requirements

8+ years of experience in Engineering Operations, Service Management, or related technical operations roles
Strong understanding of ITSM frameworks, particularly Incident, Problem, and Change Management
Experience developing and implementing service management standards and best practices
Proven ability to analyze operational data and translate insights into process improvements
Proficiency with service management tools and platforms (e.g., ServiceNow, Jira, PagerDuty)
Exceptional communication skills with the ability to translate complex technical concepts for a wide range of audiences
Experience developing training materials and enabling users on service management practices
Data-driven mindset with the ability to create meaningful reports and dashboards for stakeholders
Experience working in DevOps, cloud-native, or agile environments.
Bonus Points:
Experience with business process modeling and optimization methodologies
Background in organizational change management or transformation initiatives
Familiarity with knowledge management systems and documentation platforms
Experience with process automation and workflow optimization
Certifications in ITIL, DevOps, Agile, or related frameworks.

Benefits

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

service management standardsIncident ManagementProblem ManagementChange Managementbusiness analyticsprocess performance analysisprocess improvementsdata-driven reportingprocess automationworkflow optimization

Soft Skills

exceptional communicationtraining developmentstakeholder engagementtrusted advisororganizational change managementleadershipcollaborationanalytical thinkingproblem-solvinguser adoption promotion

Certifications

ITILDevOpsAgile