Service Manager

About the role

Block Labs is seeking a Service Manager to own the reliability, performance, and continuous improvement of its core platforms and applications. You will lead technical support operations, internal IT, and service delivery, ensuring seamless service experiences for both internal teams and external customers.

Key responsibilities

• Act as service owner for core platforms, guaranteeing alignment with business and customer expectations.
• Maintain and evolve Service Management processes (Incident, Problem, Change, Request Fulfilment).
• Coach support teams on root‑cause analysis while coordinating data and logging support from engineering.
• Manage the relationship between L2 Technical Support and engineering, defining escalation paths and feedback loops.
• Oversee internal IT functions, focusing on access control, security compliance, and SaaS subscription budgeting.
• Define, track, and report SLAs, KPIs, and service health metrics to senior leadership.
• Ensure appropriate tooling and monitoring platforms are selected, evaluated, and aligned with business needs.
• Partner with Platform Engineering, Product, and Delivery teams to improve reliability and scalability.
• Lead service reviews and communicate performance, risks, and improvement initiatives.

Required profile

• 5+ years of experience in Service Management, Technical Operations, or IT leadership within mission‑critical environments.
• Strong knowledge of ITIL practices and ability to adapt them to a fast‑growing setting.
• Hands‑on experience with incident, problem, and change management, including running RCAs and service reviews.
• Familiarity with monitoring and telemetry tools and the ability to guide teams in their use.
• Solid understanding of access management and SaaS subscription governance.

Required skills

• ITIL
• Incident management
• Problem management
• Change management
• Root cause analysis
• Monitoring tools
• Telemetry tools
• Access management
• SaaS subscription management