Ascension Property Services (APS), based in Palo Alto, CA, seeks a Service Manager to lead IT service delivery for our innovative software solutions. You will oversee support operations, SLAs, incident and problem management, and continuous improvement of ITIL/ITSM processes. Partnering closely with product, engineering, and customer success, you'll ensure stable, high-quality services for our customers. You will mentor a collaborative team, use data to drive decisions, and help shape scalable, customer-centric service operations in a fast-paced, learning-focused culture.
Responsibilities
- Lead day-to-day IT service and support operations for APS software solutions.
- Own SLAs, incident, request, and problem management to ensure high service reliability.
- Implement and refine ITIL/ITSM processes and service metrics dashboards.
- Collaborate with product, engineering, and customer success on service improvements.
- Manage and mentor service desk/operations staff, including hiring and performance.
- Oversee vendor relationships and tools used for monitoring, ticketing, and reporting.
- Analyze service trends to reduce recurring issues and drive root-cause resolutions.
- Partner with clients and internal stakeholders to communicate status and expectations.
- Contribute to continuous improvement and automation of support workflows.
- Ensure documentation, runbooks, and knowledge base content are current and effective.
Required Skills
- IT service management (ITSM)
- ITIL processes (incident, problem, change, request)
- Service desk and ticketing tools (e.g., Service
- Now, Jira Service Management)
- SLA design, tracking, and reporting
- Monitoring and alerting tools for production systems
- Data analysis and service performance metrics
- Vendor and stakeholder management
- Process design and continuous improvement
- Knowledge base and documentation management
- Enterprise Saa
- S or software support operations
