Service Manager (remote)

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That’s why at Appfire, you choose. 

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you’re most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we’ve got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

About the role

Appfire is looking for a Service Manager to oversee the end-to-end lifecycle of IT services, ensuring their effective delivery, performance, and continuous improvement across our enterprise. You will play a critical role in maintaining high service availability, optimizing operational processes, and fostering strong relationships with both internal teams and external vendors. You will report to the VP of Software Engineering and be a member of the IT Operations and DevOps team. 

This is a remote position that requires daily global collaboration, and Eastern time zone availability is preferred. 

Your everyday tasks will include:

• Define, monitor, and report on SLA/SLO (Service Level Agreements/Objectives) for all critical IT services, ensuring adherence and driving initiatives to meet or exceed targets.
• Proactively identify service delivery gaps and implement corrective actions to maintain high service quality and availability.
• Collaborate with IT Operations, DevOps, and development teams to ensure seamless service transitions and effective incident, problem, and change management.
• Lead initiatives for Process Augmentation, identifying opportunities to streamline workflows, automate repetitive tasks, and introduce efficiencies within IT Operations and DevOps. Drive continuous improvement cycles.
• Develop and implement best practices for service management processes, leveraging ITIL frameworks and adapting them to a fast-paced DevOps environment.
• Act as a primary liaison between IT Operations, DevOps, business units, and external partners regarding service performance and issues. Ensure transparent reporting on service health, performance, and improvement initiatives to all relevant stakeholders.
• Establish and maintain effective communication channels during service disruptions, including setting up and coordinating WAR Rooms for critical incident resolution.
• Establish and track key Operations Metrics, including MTTR (Mean Time to Restore) and other relevant KPIs to measure operational efficiency and effectiveness. Monitor and analyze service sentiment and eNPS (employee Net Promoter Score) related to IT services, using feedback to drive user experience improvements. Implement robust reporting mechanisms to provide actionable insights into service performance and identify areas for optimization.
• Develop, maintain, and regularly test comprehensive Business Continuity Planning (BCP) strategies for critical IT services to minimize downtime and ensure rapid recovery in the event of major disruptions.
• Work cross-functionally with every department at Appfire to understand their IT needs, assess improvement opportunities in the processes, ensure alignment of IT operations with business objectives, and find synergies where possible.
• Assist compliance re-certification programs such as ISO & SOC (currently) and NIST & FedRAMP (future).
• Actively manage service contracts to ensure timely renewals and alignment with business objectives while collaborating with service owners and vendors.

Skills and experience you'll need to succeed:

• Demonstrated ability to collaborate with cross-functional teams and support IT needs across all departments.
• Strong understanding of IT infrastructure, cloud platforms, and modern application architectures.
• Strong influential leadership capabilities with a focus on team development and performance.
• Experience working in a global corporate environment, managing IT operations across multiple geographies and time zones.
• Proficiency in service management tools (we use Jira Service Management, OpsGenie).
• 7+ years of progressive IT experience
• Experience with ITIL, DevOps, Agile methodologies, and other IT best practices in a corporate environment. Knowledge in Lean and/or Six Sigma is a plus.
• Exceptional communication, negotiation, and interpersonal skills, capable of influencing and collaborating effectively across all levels of the organization.

Preferred Qualifications:

• Relevant certifications (e.g., ITIL, PMP, CISSP, LSS, AWS, or Azure certifications).
• Experience in corporate digital transformation and cloud migration projects.
• Bachelor's or Master’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.

Beyond the resume skills that match our culture and this role:

• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth.
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.
• You have exceptional coaching, mentoring, and people development skills.

We offer:

Financial benefits

• Every Appfire employee is eligible for company equity
• Mobile phone and Internet stipend
• 401(k) Matching Component

Skills development benefits

• Access to the Appfire University learning platform, a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility

PTO, health & well-being

• 10 paid holidays + Flexible PTO – no set number of days that you must take in a year
• 100% company-paid health insurance
• 50/50 split dental and vision insurance
• Flexible Spending Accounts

Volunteering

• 3 fully paid days each year to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program

Disclaimer: The responsibilities outlined in this job posting are intended to provide a general overview of the role. Additional duties may be assigned as needed to meet the needs of the business.

#LI-Remote

About Appfire

A people-first approach to business

Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

Making an impact

At Appfire, corporate social responsibility is driven by team members, family, friends, customers, and partners through Appfire Town. This program brings people together to generate a strong social impact in our local and global communities.

In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.

Our business

Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come

What’s our secret sauce?

1. We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We’re proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more. 
2. We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce. 
3. We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners.
4. We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our award-winning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.

Market recognition

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.

Equal Employer Opportunity (EEO)  

Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.