IT Service Delivery Lead: Incident, Change & Release

Kapitus; Mesa (AZ); Remote; USD 118,000 - 189,000; Full time

Benefits offered by this job

Health insurance

401K match

Paid time off (PTO)

Tuition reimbursement

Transit reimbursement

Disability & life insurance

Remote-friendly

Job summary

Kapitus is seeking a Service Manager to oversee Incident, Change, and Release Management, coordinating across Infra, DevOps, Security, and Engineering to ensure stable IT operations. You will own the CMDB and drive continuous process improvements while reporting to executives on service quality and metrics.

The role requires 8–10+ years in ITSM, strong ITIL knowledge, and hands-on experience with ServiceNow/Jira Service Management, AWS, and CI/CD.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent).
• 8–10+ years of IT Service Management experience, including incident and change management.
• Strong ITIL knowledge with incident, change, problem, release and configuration management.
• Experience running major incidents in fast-paced environments.
• Hands-on with ITSM tools such as ServiceNow and Jira Service Management.
• Familiarity with AWS, cloud services, CI/CD, DevOps, and infrastructure technologies.
• Excellent leadership under pressure and executive reporting skills.

Responsibilities

• Own end-to-end Incident Management, coordinating major incidents from detection to resolution.
• Lead cross-functional response with Infra, DevOps, Security, Networking, and Applications teams.
• Communicate with executives and stakeholders during incidents; provide timely updates.
• Ensure RCA is conducted and track corrective actions.
• Own Change Management, approve changes, and chair CAB meetings.
• Maintain risk assessment, testing evidence, backout plans, and schedules.
• Coordinate software releases, deployments, and post-release validation.
• Oversee CMDB data quality and asset tracking.
• Develop KPIs and dashboards for incidents, changes, and releases; train teams.

Skills

ITIL practices

Incident management

Change management

Release management

Configuration management (CMDB)

Leadership under pressure

Executive reporting

AWS / cloud familiarity

CI/CD / DevOps

ITSM tools (ServiceNow)

Education

Bachelor's degree in Computer Science / IT or related field

Tools

ServiceNow

Jira Service Management

Job description

Kapitus is seeking a Service Manager to oversee Incident, Change, and Release Management, coordinating across Infra, DevOps, Security, and Engineering to ensure stable IT operations. You will own the CMDB and drive continuous process improvements while reporting to executives on service quality and metrics.

The role requires 8–10+ years in ITSM, strong ITIL knowledge, and hands-on experience with ServiceNow/Jira Service Management, AWS, and CI/CD.