Senior Manager, OSS & ITIL

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals. 

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are seeking a Sr. Manager OSS & ITIL to join our team!

What You’ll Do:

We are seeking a Senior Manager, OSS & ITIL to lead our Operational Support Systems (OSS) and ITIL Governance functions. This role is instrumental in elevating the consistency, maturity, and efficiency of our global operations and service delivery models. The team’s mission is to define, implement, and continuously evolve the operational policies, tools, and frameworks that underpin reliable and scalable IT service delivery.

This role will lead the team responsible for designing and maintaining standardized systems and procedures that enable consistent execution, reduce operational variability, and foster accountability across the organization. The Senior Manager will serve as the central authority for service management governance—including Incident, Change, and Problem Management—while also driving the adoption and optimization of operational tooling and laying the groundwork for future capabilities such as event correlation and intelligent automation.

Key Responsibilities:

• Provide leadership and strategic direction to the ITIL/OSS team to ensure alignment with business goals and operational excellence.
• Lead the implementation, ownership, and continuous improvement of ITIL service management practices:
    - Incident Management: Policy ownership, tooling setup, and NOC process enablement to restore service quickly.
    - Change Management: Tooling, policy, and process implementation, in collaboration with the SRE team to manage change risk.
    - Problem Management: Define and drive root cause analysis processes, including tooling and ownership with SRE teams.
• Oversee the support, improvement, and potential replacement of operational systems designated as under ITIL/OSS ownership.
• Develop and implement future event correlation frameworks and policy ownership.
• Drive general management practices across:
    - Continual Improvement
    - Information Security Management
    - Risk Management
    - Organizational Change Management
• Govern service management practices to ensure consistent, policy-driven execution and compliance with ITIL best practices.
• Own the framework and cadence for Major Incident Reviews (MIRs), Change Advisory Boards (CABs), and Root Cause Analysis (RCA) briefings.
• Collaborate with Tier 3 Engineering, Product, and Executive teams to align ITSM activities with business and operational priorities.
• Mentor and develop a geographically distributed team, fostering a culture of continuous improvement, transparency, and accountability.
• Act as an escalation point and operational lead during major incidents, client escalations, audits, and governance reviews.

Mission Statement:

The ITIL/OSS team exists to define, implement, and continuously evolve the operational policies, tools, and process frameworks that underpin reliable and scalable IT service delivery. This team is responsible for designing and maintaining standardized systems and procedures that enable consistent execution, reduce operational variability, and foster accountability across the operations organization.

By aligning with ITIL best practices and integrating modern OSS capabilities, the team serves as the central authority for service management governance—including incident, change, and problem management tooling, policy ownership, and reporting. Additionally, the team supports the adoption and optimization of critical operational systems, laying the foundation for future enhancements such as event correlation and intelligent automation.

Our mission is to drive operational excellence, ensure compliance with established frameworks, and empower teams to deliver high-quality, predictable outcomes at scale.

Qualifications:

• 10+ years of progressive expe