Service Manager

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The Service Manager is responsible for overseeing and driving all Incident Management, Change Management, and Release Management activities across the organization. This role ensures stable, predictable IT operations by owning major incidents, coordinating cross-functional response, managing the change control process, and ensuring proper governance of configuration items (CIs) through the CMDB.

The Service Manager acts as the central point of coordination for restoring service during outages, preventing recurrence, ensuring controlled deployments, and maintaining service quality across all IT teams. As Kapitus's technology landscape and operational requirements evolve, the candidate will be expected to assume additional responsibilities and perform related duties as needed to support business objectives.

• Own and run the end-to-end Incident Management process.
• Lead and coordinate all P1/P2 Major Incidents, from detection to resolution.
• Facilitate rapid troubleshooting with Infra, Dev Ops, Security, Networking, and Application teams.
• Serve as the primary communication lead during incidents — providing timely updates to executives, stakeholders, and end users.
• Ensure root cause analysis (RCA) is conducted for all major incidents and track corrective actions.
• Identify incident trends and drive long-term prevention activities.

• Own the Change Management process, governing all infrastructure, cloud, application, and configuration changes.
• Review, assess, and approve changes (standard, normal, emergency).
• Chair the Change Advisory Board (CAB) meetings.
• Ensure proper risk assessment, testing evidence, backout plans, and scheduling alignment.
• Maintain change calendar and enforce compliance with organizational standards.

• Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments.
• Work closely with Dev Ops, Engineering, and QA to ensure release readiness.
• Ensure release documentation, approvals, and post-release validation are completed.
• Track release performance, success rate, and deployment-related incidents.

• Oversee the accuracy and integrity of the Configuration Management Database (CMDB).
• Ensure all assets, dependencies, and CIs are properly tracked and maintained.
• Drive CMDB data quality initiatives, audits, and reconciliation.

• Continuously improve ITSM processes using ITIL best practices.
• Establish KPIs and dashboards for incidents, changes, and releases.
• Conduct training and ensure IT teams follow defined workflows.
• Develop and maintain IT operational policies and procedures.

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 8–10+ years of experience in IT Service Management, including…