Service Manager

Description

Onsite in Culver City, CA

Our client seeks a hands-on Service Manager to lead day-to-day IT service operations for a large enterprise managed services engagement. The role will serve as the primary interface between business stakeholders and delivery teams, including offshore teams, and will own escalations, communications, and service performance. The engagement requires strong ITSM fundamentals, ServiceNow proficiency, and comfort working across US and India time zones. The role is operational and visible with a focus on SLAs, KPIs, MTTR, and root cause analysis.

We can facilitate w2 and corp-to-corp consultants. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $50.00 to $60.00/hr. w2

Responsibilities

• Serve as the primary delivery-facing contact for service operations across a large enterprise account.
• Own day-to-day service operations including incident, problem, and change workflows.
• Manage escalations with sound judgment and timely communication to stakeholders.
• Coordinate with global and offshore teams to ensure SLA and KPI adherence.
• Drive root cause analysis and continuous improvement actions.
• Leverage ServiceNow for operations oversight, reporting, and performance tracking.
• Prepare and review operational reports and dashboards using Excel and Power BI.
• Facilitate cross-team collaboration across US and India time zones.
• Maintain an onsite presence at least four days per week.
• Support a stable, long-term engagement with consistent service quality.

Experience Requirements

• 10 to 15 years of experience in IT service management, managed services, or IT operations.
• Prior experience as a Service Manager, IT Operations Manager, or similar operational role.
• Strong ITSM knowledge across incident, problem, and change management.
• Proven experience managing SLAs, KPIs, MTTR, and root cause analysis.
• Hands-on ServiceNow experience running service operations.
• Experience supporting large enterprise environments with large teams of 50 to 100 or more.
• Proven success working with global and offshore teams, preferably including India.
• Strong verbal and written communication skills for stakeholder engagement.
• Fluency with Excel for reporting and analysis.
• Ability to interpret Power BI dashboards.
• Understanding of general enterprise IT and SDLC concepts.
• Flexibility to overlap working hours with offshore teams.
• Ability to operate in high-visibility, high-accountability settings with diplomacy and composure.
• Operational, hands-on approach rather than purely managerial.

Education Requirements