Service Manager

Service Manager
Location: Chicago, IL (Onsite Required)
Duration: 12 Months

Interview: In-person

Ideal Candidate Profile

• Must be local with DL copy
• LinkedIn with location (before 2022)
• Recent or recent second project must be at the current location

Job Overview

Our client is seeking an experienced Service Manager to join their team in Chicago, IL. This is a 12-month contract opportunity requiring onsite work.

The Service Manager will be responsible for overseeing the end-to-end management of the service portfolio and service catalog, ensuring operational excellence, high service availability, and continuous improvement across enterprise applications. This role will establish service lifecycle controls, maintain service definitions, manage service onboarding, and provide visibility into service performance, costs, risks, and supplier outcomes.

The ideal candidate will collaborate with business stakeholders, technology teams, engineering, operations, and vendors to ensure services are well-defined, measurable, reliable, and aligned with business objectives.

Required Skills

• 8+ years of experience in service management, application support, IT operations, or a related field.
• Strong understanding of ITIL service management principles, including incident, problem, change, and service lifecycle management.
• Experience managing application support teams and delivering high-quality IT services in enterprise environments.
• Experience with service portfolio management, service catalog governance, service onboarding, and continual service improvement.
• Proficiency with IT service management platforms, incident tracking systems, and application monitoring tools.
• Strong analytical, troubleshooting, and problem-solving skills, including experience conducting root cause analysis.
• Excellent communication and stakeholder management skills, with the ability to collaborate across business, technology, operations, and vendor teams.
• Experience developing and monitoring SLAs, KPIs, and service performance metrics.
• Demonstrated ability to improve operational processes through automation and standardization.
• Knowledge of cloud-based applications, SaaS platforms, and enterprise IT environments.
• Ability to work onsite in Chicago, IL.

Qualifications

• ITIL v4 certification or other relevant service management certifications.
• Experience with DevOps practices, CI/CD pipelines, and cloud-native application support.
• Familiarity with IT service management tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong leadership and team management capabilities, with a focus on service excellence and continuous improvement.
• Experience managing third-party suppliers, service risks, and operational performance reviews.