Service Manager (ITIL / Incident, Problem & Change)

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.

Description:

• 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.