Job Description

We are looking for a Service Manager to ensure the quality, stability and continuous improvement of our customer-facing SaaS products . You will work at the intersection of Product, Engineering, Operations, Customer Service and Business, helping our teams deliver a seamless and reliable service experience throughout the entire product lifecycle. What you'll do Take ownership of the operational health, reliability and service quality of assigned SaaS products Define and monitor SLAs, SLOs, operational KPIs and service health metrics Coordinate Incident, Problem and Change Management activities and support major incident communication Facilitate Root Cause Analysis (RCA) and drive preventive and continuous improvement actions Ensure operational readiness for product launches, releases, migrations, customer rollouts and hypercare phases Partner with Product Managers, Engineering, Customer Service and Business teams to improve service scalability and customer experience Monitor incident