Service Manager (remote)

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That’s why at Appfire, you choose. 

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you’re most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we’ve got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

 

About the role

Appfire is looking for a Service Manager to oversee the end-to-end lifecycle of IT services, ensuring their effective delivery, performance, and continuous improvement across our enterprise. You will play a critical role in maintaining high service availability, optimizing operational processes, and fostering strong relationships with both internal teams and external vendors. You will report to the VP of Software Engineering and be a member of the IT Operations and DevOps team. 

This is a remote position that requires daily global collaboration, and Eastern time zone availability is preferred. 

Your everyday tasks will include:

• Define, monitor, and report on SLA/SLO (Service Level Agreements/Objectives) for all critical IT services, ensuring adherence and driving initiatives to meet or exceed targets.
• Proactively identify service delivery gaps and implement corrective actions to maintain high service quality and availability.
• Collaborate with IT Operations, DevOps, and development teams to ensure seamless service transitions and effective incident, problem, and change management.
• Lead initiatives for Process Augmentation, identifying opportunities to streamline workflows, automate repetitive tasks, and introduce efficiencies within IT Operations and DevOps. Drive continuous improvement cycles.
• Develop and implement best practices for service management processes, leveraging ITIL frameworks and adapting them to a fast-paced DevOps environment.
• Act as a primary liaison between IT Operations, DevOps, business units, and external partners regarding service performance and issues. Ensure transparent reporting on service health, performance, and improvement initiatives to all relevant stakeholders.
• Establish and maintain effective communication channels during service disruptions, including setting up and coordinating WAR Rooms for critical incident resolution.
• Establish and track key Operations Metrics, including MTTR (Mean Time to Restore) and other relevant KPIs to measure operational efficiency and effectiveness. Monitor and analyze service sentiment and eNPS (employee Net Promoter Score) related to IT services, using feedback to drive user experience improvements. Implement robust reporting mechanisms to provide actionable insights into service performance and identify areas for optimization.
• Develop, maintain, and regularly test comprehensive Business Continuity Planning (BCP) strategies for critical IT services to minimize downtime and ensure rapid recovery in the event of major disruptions.
• Work cross-functionally with every department at Appfire to understand their IT needs, assess improvement opportunities in the processes, ensure alignment of IT operations with business objectives, and find synergies where possible.
• Assist compliance re-certification programs such as ISO & SOC (currently) and NIST & FedRAMP (future).
• Actively manage service contracts to ensure timely renewals and alignment with business objectives while collaborating with service owners and vendors.

Skills and experience you'll need to succeed:

• Demonstrated ability to collaborate with cross-functional teams and support IT needs across all departments.
• Strong understanding of IT infrastructure, cloud platforms, and modern application architectures.
• Strong influ