The Service Management Manager leads the Cloud IT Service Management function for the company, owning the end-to-end service lifecycle across Jira Service Management.

Description

* Lead and develop the Service Management team - setting direction, priorities, and a culture of continuous improvement and customer focus.

* Own the Jira Service Management (JSM) platform for the Cloud IT team: configure projects, request types, workflows, queues, SLAs, automation rules, and dashboards (e.g. the SSM project and the Ticket Maintenance dashboard).

* Define and govern ITIL-aligned processes - Incident, Service Request, Change, and Problem Management - and ensure adherence across the team.

* Own the monitoring and observability strategy in Datadog: design dashboards, define monitors and alert thresholds, reduce alert noise, and drive proactive detection across the Azure estate.

* Establish and report service KPIs/SLAs (response & resolution times, backlog health, CSAT) and run the operating rhythm (daily triage, queue reviews, stakeholder reporting).

* Act as the escalation point for major incidents - coordinating response, communication, and post-incident reviews.

* Partner with Cloud Engineering, Security, and Architecture teams to align service operations with the Azure platform and governance guardrails.

* Drive automation and self-service to reduce manual toil and improve resolution times.

Profile

* Proven experience leading an IT Service Management or cloud operations team.

* Expert administration of Jira/Jira Service Management - projects, workflows, SLAs, queues, automation, and reporting.

* Strong knowledge of ITIL service management practices (Incident, Request, Change, Problem Management).

* Hands-on experience with Datadog (or comparable observability platforms) - dashboards, monitors, alerting, log/metric analysis, Azure integrations.

* Good working knowledge of Microsoft Azure - core services, resource organization, and platform monitoring (Azure Monitor / Log Analytics).

* Excellent stakeholder management, communication, and reporting skills.

* Data-driven mindset for defining, tracking, and acting on operational KPIs and SLAs.

Preferred Skills:

* Experience integrating Datadog with Azure and Jira (e.g. alert-to-ticket automation).

* Familiarity with Infrastructure as Code (Terraform) and Azure DevOps, enough to collaborate effectively with engineering.

Job Offer

Career progression.