Service Manager (ITIL / Incident, Problem & Change)

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 looking for Service Manager (ITIL / Incident, Problem & Change) for a 12-month remote project

• Title: Service Manager (ITIL / Incident, Problem & Change)
• Location: Remote (Must be based in US)
• Duration: 12 months
• Rate: Hourly Plus Expenses Reimbursed
• Alignment: W2 or C2C

Overview

We are seeking an experienced Service Manager to support a long-term project for a leading software company headquartered in San Ramon, California. The role will lead the transition of a newly acquired company's Incident, Problem, and Change Management processes into the client's standard ITSM framework and tooling, while coordinating infrastructure migrations and ensuring operational consistency, compliance, and service quality across a SaaS environment.

Responsibilities

• Lead the transition and integration of Incident, Problem, and Change Management processes into the client's ITSM framework.
• Assess existing processes, identify gaps, and develop transition plans with clear milestones, dependencies, and risks.
• Manage infrastructure migration projects, coordinating cross-functional teams, timelines, and operational handovers.
• Establish effective incident response, root cause analysis, problem resolution, and change approval workflows.
• Ensure alignment with applicable SOC 2, PCI DSS, GovRAMP, and ISO 27001 requirements.
• Collaborate with engineering, infrastructure, support, security, and leadership teams to align ownership and escalation paths.
• Maintain process documentation, runbooks, RACI matrices, and audit evidence.
• Drive continuous improvement through service reviews, KPI monitoring, and post-incident assessments.

Requirements

• 5+ years of experience in IT Service Management (ITSM), IT operations, or service management within SaaS or software environments.
• Proven expertise in Incident, Problem, and Change Management, with a strong understanding of ITIL frameworks and ITSM best practices.
• Experience leading ITSM transitions, post-acquisition integrations, organizational transformation initiatives, and infrastructure migration projects.
• Strong technical project management skills, including cross-functional coordination and stakeholder management.
• Hands-on experience with ServiceNow, Jira Service Management, Jira, Confluence, or similar ITSM and collaboration platforms.
• Understanding of security, compliance, and regulatory requirements, including SOC 2, PCI DSS, GovRAMP, and ISO 27001.
• Experience with cloud infrastructure, enterprise SaaS operations, and regulated environments.
• Excellent communication, documentation, analytical, problem-solving, and stakeholder management skills.
• ITIL certification and PMP or an equivalent project management certification preferred.
• Bachelor’s Degree.

Company Overview

Baer provides best-in-class engagement experiences for our consultants. Our job requirements are carefully vetted and are typically associated with pivotal programs offering tremendous opportunities to expand your skills leveraging the latest solutions.

Baer is an equal opportunity employer including disability/veteran.