Service Manager (remote)

Appfire is seeking a Service Manager to manage the IT service lifecycle, ensuring effective delivery and continuous improvement. You will define, monitor, and report on SLAs/SLOs for critical IT services, proactively identify service delivery gaps, and implement corrective actions. Collaboration with IT Operations, DevOps, and development teams is crucial for seamless service transitions and effective incident management. This role involves streamlining workflows, automating tasks, and implementing ITIL frameworks in a fast-paced DevOps environment. You will act as a primary liaison between IT, business units, and external partners, ensuring transparent reporting on service health and improvement initiatives. Developing and testing Business Continuity Planning (BCP) strategies, understanding IT needs across departments, and assisting with compliance re-certification programs are essential. Strong communication, negotiation, and influential leadership will be key to success. The company values exceptional client and co-worker experiences, adaptability, and effective communication in remote/hybrid environments.