Ascension Property Services (APS), based in Palo Alto, CA, is seeking a Service Manager to lead IT service delivery for our innovative software solutions. In this role, you will manage support teams, own SLAs, and drive incident, problem, and change management processes. You will implement ITSM best practices, optimize service desk tools, and use metrics to improve service quality and customer satisfaction. Partnering closely with engineering, product, and sales, you'll help scale operations, support new releases, and foster a collaborative, learning-focused culture in a hybrid work environment.
Responsibilities
- Lead and mentor service and support teams delivering software solutions to clients and internal stakeholders.
- Own incident, problem, and change management processes to meet or exceed SLAs and uptime targets.
- Implement and optimize ITSM best practices, metrics, and reporting to drive service quality and efficiency.
- Collaborate with product, engineering, and sales to align services with customer and business needs.
- Manage vendor relationships and service contracts to ensure performance and value.
- Oversee service desk tools, knowledge base, and documentation to improve self-service and first-call resolution.
- Analyze service performance data and customer feedback to drive continuous improvement initiatives.
- Plan capacity, staffing, and scheduling to support growth and new product rollouts.
- Ensure compliance with security, data privacy, and regulatory requirements within service operations.
- Contribute to strategic planning for scaling service operations in a high-growth tech environment.
Required Skills
- IT service management (ITSM)
- Incident, problem, and change management
- Service Level Agreement (SLA) management
- Service desk and ticketing tools (e.g., Service
- Now, Jira Service Management)
- Data-driven performance metrics and reporting
- People leadership and team management
- Customer relationship management and escalation handling
- Process design and continuous improvement
- Vendor and contract management
- Basic understanding of software/Saa
- S architectures and cloud environments
