ITSM Transition Lead: Incident, Problem & Change (SaaS)

Prediktive; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

ITIL Certification

Project Management Certification

SaaS experience

Flexible work schedule

Job summary

Prediktive is seeking a Service Manager in the United States to lead the transition of an acquired company’s Incident, Problem, and Change Management to the client’s ITSM standards. You will coordinate infrastructure migrations and drive process alignment across Engineering, Support and Leadership teams.

The role requires 5+ years in ITSM, strong ITIL knowledge, and proven experience managing complex transitions in SaaS environments.

Qualifications

• 5+ years of experience in Service Management or ITSM.
• Proven experience leading Incident, Problem, and Change Management in software or SaaS.
• Experience managing process transitions or integrations after mergers/acquisitions.
• Technical project management experience for infrastructure migrations or service transitions.
• Strong working knowledge of ITIL and ITSM best practices.
• Experience with ITSM tooling (ServiceNow, Jira Service Management).
• Excellent written and verbal communication across technical and non-technical audiences.

Responsibilities

• Lead end-to-end transition of Incident, Problem, and Change Management into the client’s ITSM framework and tooling.
• Assess current practices, identify gaps, and build a transition plan with milestones.
• Coordinate infrastructure migrations, defining timelines, dependencies, risks, and execution.
• Own Incident Management for the acquired product line with timely detection and resolution.
• Establish root cause analysis and problem management to reduce recurring incidents.
• Implement standardized change workflows, approvals, and risk assessment for releases.
• Align stakeholders across engineering, support, and leadership during the transition.
• Create and maintain runbooks, process docs, and RACI matrices.
• Run post-transition reviews to refine processes and promote adoption.

Skills

Service Management

Incident Management

Problem Management

Change Management

Technical Project Management

Stakeholder Communication

Education

Bachelor's degree in Computer Science / Systems Engineering / Business

Tools

ServiceNow

Jira Service Management

ITSM tooling

Job description

Prediktive is seeking a Service Manager in the United States to lead the transition of an acquired company’s Incident, Problem, and Change Management to the client’s ITSM standards. You will coordinate infrastructure migrations and drive process alignment across Engineering, Support and Leadership teams.

The role requires 5+ years in ITSM, strong ITIL knowledge, and proven experience managing complex transitions in SaaS environments.