Kapitus - Service Manager
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Requirements
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). • 8–10+ years of experience in IT Service Management, including incident and change management. • Strong understanding of ITIL practices, including Incident, Change, Problem, Release, and Configuration Management. • Experience running major incidents in a fast-paced environment. • Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, etc.). • Familiarity with AWS, cloud services, CI/CD, DevOps, and infrastructure technologies. • Excellent leadership under pressure — calm, structured, decisive. • Strong analytical and problem-solving abilities. • Outstanding communication skills — written, verbal, and executive reporting. • Ability to prioritize in a high-stakes, dynamic environment. • Customer-focused mindset with operational excellence. • Preferred: • ITIL v4 Foundation or higher certification. • Experience with cloud-native and SaaS environments. • Strong communication skills and executive presence during critical incidents. • Ability to drive cross-team alignment and influence decisions.
Responsibilities
• Incident Management • Incident Management • Own and run the end-to-end Incident Management process. • Lead and coordinate all P1/P2 Major Incidents, from detection to resolution. • Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams. • Serve as the primary communication lead during incidents — providing timely updates to executives, stakeholders, and end users. • Ensure root cause analysis (RCA) is conducted for all major incidents and track corrective actions. • Identify incident trends and drive long-term prevention activities. • Change Management • Change Management • Own the Change Management process, governing all infrastructure, cloud, application, and configuration changes. • Review, assess, and approve changes (standard, normal, emergency). • Chair the Change Advisory Board (CAB) meetings. • Ensure proper risk assessment, testing evidence, backout plans, and scheduling alignment. • Maintain change calendar and enforce compliance with organizational standards. • Release Management • Release Management • Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments. • Work closely with DevOps, Engineering, and QA to ensure release readiness. • Ensure release documentation, approvals, and post-release validation are completed. • Track release performance, success rate, and deployment-related incidents. • Configuration Management (CMDB) • Oversee the accuracy and integrity of the Configuration Management Database (CMDB). • Ensure all assets, dependencies, and CIs are properly tracked and maintained. • Drive CMDB data quality initiatives, audits, and reconciliation. • Process Improvement & Governance • Continuously improve ITSM processes using ITIL best practices. • Establish KPIs and dashboards for incidents, changes, and releases. • Conduct training and ensure IT teams follow defined workflows. • Develop and maintain IT operational policies and procedures.
Benefits
• Competitive Base Salary Range of $117,800-$189,000. Kapitus is providing this as a good faith salary range to comply with applicable law. The applicant’s final salary will depend on a number of factors including the applicant’s geographic location, skills, and experience. • Annual Incentive Compensation Eligibility – Up to 10% annually • Annual Incentive Compensation Eligibility • Health Insurance: We offer comprehensive medical, dental, and employer-paid vision plans through UnitedHealthcare (UHC), with various coverage levels available to meet the needs of our employees and their families. • Health Insurance: • 100% Company Paid Insurances: Kapitus fully covers the cost of basic short-term and long-term disability insurance, as well as vision insurance, ensuring our employees have comprehensive protection without any personal expense. • 100% Company Paid Insurances: • Voluntary Insurance: Supplemental life insurance as well as enhanced short- and long-term disability coverage are available through Mutual of Omaha, providing additional security for our employees. Additionally, Colonial Accident and Hospitalization insurances are also available, offering further protection against unforeseen events. • Voluntary Insurance: • Paid Maternity and Parental Leave: Beyond state-mandated leave policies, Kapitus provides company-paid maternity and parental leave, supporting our employees during important family milestones. • Paid Maternity and Parental Leave: • LifeBalance Program: Enhance your lifestyle with our LifeBalance membership, which offers discounts on outdoor activities, the arts, health, and fitness. Additional benefits include: • LifeBalance Program: • Pet and car insurance discounts. • Financial services such as LegalShield. • Relaxation and stress management tools, including a fully covered annual subscription to The Calm App. • Plum Benefits Discount Program: Access exclusive discounts on shows, travel, car rentals, and more, enriching your personal and family life. • Tuition Reimbursement: Pursue further education with up to $5,000 annually in tuition reimbursement, plus opportunities to attend relevant conferences and career development events. • Tuition Reimbursement: • Transit Reimbursement: We also offer transit reimbursement for all work-related travel, supporting your involvement in career and personal development activities. • Transit Reimbursement: • Paid Time Off: Employees enjoy 120 Hours of Paid Time Off and can rollover up to 40 Hours to the following year, in addition employees receive 56 hours of Sick Time annually. Unused sick time does not expire; instead, it accumulates in a special accrual bank that never expires and can be utilized for FMLA needs or other approved leaves. • Paid Time Off: • Retirement Benefits: Our 401K plan is managed through Fidelity, featuring a 25% match on employee contributions, helping you plan for a secure financial future. • Kapitus is one of the most reliable and respected names in small business financing. As both a direct lender and a marketplace built with a trusted network of lending partners, we can provide small businesses with the financing they need when, and how it is needed. • We have spent our entire existence building a culture that makes us excited to come to work in the morning. Our company is fast paced, teammates need to be self-directed and have an internal motivation to do the right thing, even when the right thing takes a lot of hard work. • We show our teammates our appreciation by offering great benefits, competitive pay and solid opportunity for growth. • Company Mission: • Company Mission: • At Kapitus, our mission is to help small business owners grow their organizations by providing tailored, transparent, and ethical financing solutions. We invest in every business owner’s story and we are dedicated to building lasting relationships to champion their goals. We promise to keep the best interests of our clients at the center of the financing process by operating with transparency, fairness, and integrity. • Consideration will be given to qualified remote candidates residing in states where Kapitus and/or one of its subsidiaries has an established physical presence.
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