Ascension Property Services (APS), based in Palo Alto, CA, is seeking a Service Manager to lead delivery and support for our innovative software solutions. You will oversee incident, problem, and request management, ensuring high availability, performance, and customer satisfaction. Working closely with engineering and product teams, you'll drive ITIL-based processes, service KPIs, and continuous improvement. In our collaborative, inclusive culture, you'll mentor a high-performing team and help shape scalable, customer-centric service operations while growing your career on cutting-edge technology projects.
Responsibilities
- Lead and manage IT service and support teams delivering APS software solutions to clients.
- Own incident, problem, and request management processes to meet SLAs and uptime targets.
- Implement and optimize ITIL-based service management practices and documentation.
- Monitor service performance metrics and report on KPIs, trends, and improvement plans.
- Collaborate with product, engineering, and sales to align services with customer needs and releases.
- Drive root-cause analysis and continuous improvement of service quality and reliability.
- Develop and maintain knowledge base, runbooks, and support playbooks.
- Oversee vendor relationships and service tools used in ticketing, monitoring, and reporting.
- Coach, mentor, and develop team members, supporting skills growth and performance.
- Contribute to budgeting and resource planning for service operations.
Required Skills
- IT service management
- Incident and problem management
- Request fulfillment and SLA management
- ITIL framework and processes
- Service performance monitoring and reporting
- Customer support operations
- Team leadership and people management
- Root-cause analysis and continuous improvement
- Service desk and ticketing tools (e.g., Jira Service Management, Service
- Now, Zendesk)
- Technical understanding of software/Saa
- S architectures
