Service Manager
Confirmed on the employer's own hiring board on Oct 30, 2026. First seen by Alion on Oct 22, 2026.
·Own end-to-end delivery of the JetSMART Maintenance & Support contract, acting as the single point of accountability for service performance.
·Manage the support team (L2/L3), including ticket triage, incident response, escalation management, and resolution within agreed SLAs.
·Act as the primary day-to-day contact for JetSMART on all support matters, building a trusted, partnership-oriented client relationship.
·Own SLA and KPI reporting; lead monthly/quarterly service review meetings with the client and present performance, trends, and improvement plans.
·Drive incident, problem, and change management processes, including root cause analysis and preventive action tracking.
·Coordinate with development and QA teams on defect fixes, patches, and minor enhancements arising from support tickets.
·Manage support capacity planning, on-call/rotation schedules, and resourcing to meet contracted coverage windows.
·Own the support budget and commercials for the contract, including scope management, effort tracking, and renewal discussions.
·Identify opportunities for service improvement, automation, and reduction in recurring incidents.
·Ensure documentation, runbooks, and knowledge bases are maintained and kept current across the support team.
·Escalate risks, delays, or contract issues to internal delivery leadership in a timely manner.
Requirements
Required Qualifications:
·Minimum 8 years of overall IT experience, with at least 5 years in a service delivery, support, or service management leadership role.
·Proven track record managing client-facing maintenance/support contracts, ideally within a managed services or IT outsourcing environment.
·Strong working knowledge of ITIL/ITSM practices - incident, problem, change, and SLA management.
·Experience managing distributed or offshore delivery teams supporting an international client.
·Familiarity with support/ticketing tools such as Jira Service Management, ServiceNow, or equivalent.
·Experience in the airline, travel, or e-commerce domain is a strong advantage.
·Bachelor's degree in Computer Science, Information Technology, or a related field.
·ITIL Foundation certification (or higher) preferred.
Preferred Qualifications (nice-to-haves):
·ITIL Foundation certification (or higher).
·Experience in the airline, travel, or e-commerce domain.
·PMP, PRINCE2, or an equivalent project/service management certification.
·Experience managing SLA-based commercial contracts, including renewals and scope negotiation.
·Familiarity with cloud-hosted platforms (e.g., AWS) relevant to the supported application.