Job Description

Senior Service Management Specialist - Enterprise Incident Manager

Location & Work Arrangement

This position follows a hybrid work schedule. Candidates must be able and willing to work onsite 4 days per week and remotely 1 day per week from one of the following hub locations:
• Pittsburgh, PA
• Johnston, RI
• Westwood, MA
• Boston, MA
• Iselin, NJ

Remote work is not available for this position.

Work Schedule
• Full time, 40 hours per week
• Monday through Friday
• Must be available to support first and second shift coverage between 7:00 AM and 8:00 PM as business needs require.

Position Summary

The Senior Service Management Specialist leads enterprise incident management activities to ensure timely restoration of critical services and minimize business disruption, financial exposure, and reputational risk. This role coordinates high priority incident response across technology, business, risk, legal, communications, and executive stakeholders while maintaining strong governance, clear communication, and adherence to enterprise service management practices.

Key Responsibilities
• Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.
• Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.
• Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.
• Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.
• Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.
• Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.
• Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.
• Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.
• Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.

Required Qualifications
• 5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline.
• Proven experience leading major incident response in a complex enterprise environment.
• Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events.
• Strong written and verbal communication skills, including executive level incident communications.
• Hands on experience with ServiceNow or an equivalent ITSM platform.
• Knowledge of ITIL based incident, problem, change, escalation, and service management practices.
• Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services.

Preferred Qualifications
• ITIL v3, ITIL 4, or equivalent service management certification.
• Experience managing regulatory, cyber, operational risk, or enterprise impacting incidents.
• Experience improving incident response through automation, observability, reporting, and process optimization.

Education and Certifications
• Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or a related field preferred.
• Additional certifications in incident management, risk management, or service management preferred.

Pay Transparency
The salary range for this position is $100,000 to $135,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience.

Benefits
Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements.

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