Service Management, Director

Overview Aeris Communications Inc. is seeking a dynamic and experienced Service Management Leader to lead and grow our Service Management team. Reporting directly to the Vice President of Global NOC Assurance, this pivotal role is responsible for leading a team of Service Managers who ensure service stability and fast service recovery through the use of service management processes and practices. As a champion of ITIL best practices, you will oversee the strategy, implementation, and execution of Incident Management, Problem Management, and Change Management processes. If you are passionate about delivering world-class service, possess a strong customer-centric mindset, and thrive in a fast-paced environment, we encourage you to apply. Key Responsibilities Leadership & Strategy Develop and execute a comprehensive Service Management strategy aligned with the company's overall business objectives and ITIL framework. Provide strong leadership, mentorship, and guidance to the Service Management team, fostering a culture of continuous improvement, collaboration, and customer focus. Stay abreast of industry best practices, emerging technologies, and trends in Service Management, and recommend innovative solutions to enhance our capabilities. Establish and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve the effectiveness of Service Management processes. Incident Management Oversee the Incident Management process to ensure timely and effective resolution of service disruptions, minimizing impact to customers. Develop and maintain incident response plans, escalation procedures, and communication protocols. Lead major incident reviews to identify root causes, prevent recurrence, and drive continuous improvement. Problem Management Lead the Problem Management process to proactively identify and resolve underlying issues that contribute to service disruptions. Conduct thorough root cause analysis, implement corrective actions, and track progress to ensure long-term service stability. Drive a proactive approach to problem identification and prevention, reducing the frequency and severity of incidents. Change Management Oversee the Change Management process to ensure that changes receive the appropriate level of scrutiny and are implemented smoothly and with minimal disruption to services. Develop and maintain change management policies, procedures, and risk assessment methodologies. Chair the Enhanced Change Advisory Board (ECAB) to review and approve proposed changes. Customer Communication Establish and maintain clear and effective communication channels with customers and internal stakeholders regarding service incidents, planned maintenance, and other relevant updates. Develop and implement communication strategies to keep customers informed and engaged during service disruptions. Gather customer feedback to identify areas for improvement and ensure that Service Management processes are aligned with customer needs. Team Management Recruit, train, and develop a high-performing Service Management team. Provide coaching, mentoring, and performance management to team members. Foster a collaborative and supportive team environment. Minimum Requirements Bachelor's degree in Computer Science, Information Technology, or a related field 10+ years of experience in IT Service Management, with at least 5 years in a leadership role Deep understanding of ITIL principles and practices; ITIL certification (e.g., ITIL Expert, ITIL 4 Managing Professional) is a plus Proven track record of successfully implementing and managing Incident Management, Problem Management, and Change Management processes Strong leadership, communication, and interpersonal skills Proven track record of hiring and managing people of different cultures distributed globally Excellent analytical and problem-solving abilities Experience working in a fast-paced, dynamic environment Ability to build strong relationships with stakeholders at all levels of the organization Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, etc.) A passion for delivering exceptional customer service Experience with agile development methodologies a plus Aeris is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status. As part of our hiring process, Aeris may conduct background checks to verify the information provided in your application and assess your suitability for the role. The scope and type of checks will comply with the applicable laws and regulations of the country where the position is based. Additional detail will be provided via the formal application process. The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may also be modified in the future. An employee’s position within the salary range will be based on several factors including, but not limited to: relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. Aeris also offers a comprehensive package of benefits including paid time off, medical / dental / vision insurance, and 401(k) to eligible employees. The Pay Range For This Role Is 150,000 - 180,000 USD per year (Chicago) #J-18808-Ljbffr

Created: 2025-09-25