Service Manager
The Service Manager at Kapitus is responsible for overseeing and driving all Incident Management, Change Management, and Release Management activities across the organization. This role ensures stable, predictable IT operations by owning major incidents, coordinating cross-functional responses, managing the change control process, and ensuring proper governance of configuration items through the Configuration Management Database (CMDB). The Service Manager acts as the central point of coordination for restoring service during outages, preventing recurrence, ensuring controlled deployments, and maintaining service quality across all IT teams.
Key responsibilities include leading and coordinating all P1/P2 major incidents from detection to resolution, facilitating rapid troubleshooting with infrastructure, DevOps, security, networking, and application teams, and serving as the primary communication lead during incidents by providing timely updates to executives, stakeholders, and end users. The role also involves owning the Change Management process, reviewing and approving changes, chairing Change Advisory Board meetings, and maintaining the change calendar. Additionally, the Service Manager coordinates and manages software releases, infrastructure rollouts, patch cycles, and deployments, while overseeing the accuracy and integrity of the CMDB.
The ideal candidate will possess a bachelor's degree in Computer Science, Information Technology, or a related field, along with 8–10+ years of experience in IT Service Management, including incident and change management. A strong understanding of ITIL practices, hands-on experience with ITSM tools such as ServiceNow or Jira Service Management, and familiarity with AWS, cloud services, CI/CD, DevOps, and infrastructure technologies are essential. Excellent leadership under pressure, strong analytical and problem-solving abilities, outstanding communication skills, and a customer-focused mindset with operational excellence are also required.
Kapitus offers a competitive base salary range of $117,800 to $189,000, with annual incentive compensation eligibility of up to 10%. Benefits include comprehensive medical, dental, and employer-paid vision plans, 100% company-paid short-term and long-term disability insurance, paid maternity and parental leave, a Lifestyle Spending Account, tuition reimbursement up to $5,000 annually, paid time off, and a 401(k) plan with a 25% match on employee contributions.
Kapitus is one of the most reliable and respected names in small business financing, providing tailored, transparent, and ethical financing solutions. The company fosters a fast-paced environment where teammates are self-directed and motivated to do the right thing, even when it requires hard work. Kapitus shows appreciation for its employees by offering great benefits, competitive pay, and solid opportunities for growth.