Mgr-IT Service Mgmt

POSITION OVERVIEW

Serves as the single point of authority during service disruptions. Role owns severity declaration, command leadership, and business communications when IT incidents impact operations.

• Declare incident severity and invoke Major Incident processes.
• Assume command and authority during outages and service degradation.
• Lead incident bridges and direct L3, SRE, Field Support, Infrastructure, Security, and vendors.
• Own executive and business communications during incidents.
• Make recovery decisions (restore, rollback, workaround) based on business impact.
• Ensure accurate documentation, timelines, and stakeholder updates.
• Lead post-incident reviews (PIRs) and track corrective actions.
• Partner with SRE and L3 to eliminate recurring incidents.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

• Bachelor’s degree/equivalent in computer science, engineering, information systems, or related fields.
• Seven (7) years’ experience in IT operations, service management, or incident leadership.
• Proven experience running major incidents in complex environments.
• Strong facilitation and executive presence.
• Strong familiarity with ITSM tools (e.g., Service Now), and proven ability to collaborate across SRE, Engineering, and incident management teams.
• Experience with enterprise application support experience, a focus on reducing incident recurrence and MTTR.
• Problem management and ITIL incident experience preferred.
• Strong and clear leadership during disruption and high executive confidence during outages.
• Knowledge of high-quality escalation to Engineering.

• Some travel required

Fed Ex Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with Fed Ex Freight, please e-mail at  Fed Ex Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.