ITIL-Driven Service Manager: Incident & Change (Remote)

The Baer Group; Atlanta (GA); Remote; USD 96,000 - 138,000; Full time

Job summary

Baer is seeking an experienced Service Manager to lead ITIL-aligned Incident, Problem and Change processes for a long-term SaaS project. The role will coordinate cross-functional teams, oversee infrastructure migrations, and ensure security/compliance across a SaaS environment from a remote US base.

The ideal candidate has 5+ years in ITSM, strong ITIL knowledge, and hands-on experience with ServiceNow and Jira tools. Bachelor’s degree and ITIL certification preferred. W2 or C2C alignment.

Qualifications

• 5+ years of ITSM or service management experience in SaaS or software environments.
• Proven expertise in Incident, Problem, and Change Management and ITIL.
• Experience leading ITSM transitions and post-acquisition integrations.
• Strong project management and cross-functional coordination skills.
• Experience with ServiceNow, Jira Service Management, Jira or Confluence.

Responsibilities

• Lead transition and integration of Incident, Problem, and Change Management into the ITSM framework.
• Assess processes, identify gaps, and develop transition plans with milestones and risks.
• Manage infrastructure migration projects with cross-functional teams and handovers.
• Establish incident response, root cause analysis, problem resolution, and change workflows.
• Ensure SOC 2, PCI DSS, GovRAMP, ISO 27001 alignment and audit readiness.
• Collaborate with engineering, infrastructure, security and leadership to align ownership and escalation.
• Maintain documentation, runbooks, and audit evidence; drive service reviews and improvements.

Skills

ITSM

ITIL framework

Stakeholder management

Cross-functional coordination

Cloud SaaS environments

Education

Bachelor's Degree

ITIL Certification

Tools

ServiceNow

Jira Service Management

Jira

Confluence

Job description

Baer is seeking an experienced Service Manager to lead ITIL-aligned Incident, Problem and Change processes for a long-term SaaS project. The role will coordinate cross-functional teams, oversee infrastructure migrations, and ensure security/compliance across a SaaS environment from a remote US base.

The ideal candidate has 5+ years in ITSM, strong ITIL knowledge, and hands-on experience with ServiceNow and Jira tools. Bachelor’s degree and ITIL certification preferred. W2 or C2C alignment.