Manager, IT Service Management Operations
Role details
Job location
Tech stack
Job description
We're seeking a technical leader to manage our Software Configuration Management (SCM), Change Management, and Problem Management operations. This role is critical to maintaining operational excellence and system stability across our enterprise infrastructure while driving automation initiatives., * Lead Software Configuration Management, IT Change Management, and Problem Management functions, ensuring stability and operational excellence across enterprise infrastructure
- Own Change Advisory Board (CAB) governance, enforcing enterprise policies, risk controls, and compliant change execution
- Drive root cause analysis and problem management initiatives to reduce post-change incidents and improve service reliability
- Manage and optimize the ServiceNow platform, including ITSM workflow automation, integrations, and continuous improvement initiatives
- Oversee infrastructure monitoring and change validation using Dynatrace, ensuring post-deployment health and performance visibility
- Define and track service delivery KPIs, partner cross-functionally with infrastructure, application, security, and vendors to drive measurable operational improvements
Requirements
Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session., * A bachelor's degree in a related field or similar experience and/or certifications
- 5+ years in IT service management with 2+ years in a leadership role, * Strong technical background with hands-on AWS cloud experience, including Lambda, DynamoDB, API Gateway, and CloudWatch
- Deep expertise in ServiceNow, including API development, scripting, and implementation of ServiceNow AI capabilities
- Proficiency in Python and serverless architectures, with solid understanding of DevOps and software deployment processes for automation
- Proven experience with root cause analysis and problem management methodologies, aligned with ITIL change management best practices
- Experience using infrastructure monitoring tools such as Dynatrace for post-deployment validation, health monitoring, and change impact analysis
- Excellent troubleshooting, analytical, and communication skills, with the ability to engage effectively across technical and business stakeholders
Benefits & conditions
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
