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Service Manager - Site Reliability Engineering

Posted 1 hour 55 minutes ago by Jobtailor

Permanent

Full Time

Engineering Jobs

Northern Ireland, United Kingdom

Job Description

Own the overall health, reliability, availability, and observability of critical business applications and technology services
Establish, monitor, and report on SLAs, SLOs, Error Budgets, availability, performance, and operational KPIs
Lead Major Incident Management activities, coordinating cross-functional teams during outages and ensuring rapid service restoration and RCA completion
Drive Problem Management by identifying recurring issues, analyzing systemic failures, implementing corrective actions, and reducing operational risk
Govern Change and Release Management processes, production readiness reviews, maintenance, and deployment activities
Ensure effective observability through monitoring, alerting, logging, dashboards, and operational reporting
Promote automation and operational efficiency through Infrastructure as Code, DevOps, self-healing, and auto-remediation
Partner with engineering, platform, infrastructure, security, and business teams to improve resilience, scalability, stability, and customer experience
Act as operational liaison for business stakeholders and vendors, conducting service reviews, communicating risks, and managing escalations
Ensure adherence to ITIL-based processes, governance standards, compliance requirements, audit obligations, and operational documentation standards
Lead continuous service improvement initiatives to reduce MTTR, increase stability, improve customer satisfaction, and enhance operational maturity
Lead operational governance ceremonies, service reviews, incident and problem reviews, change governance forums, readiness assessments, stakeholder communications, and executive service reporting
Create, maintain, review, and ensure compliance with runbooks, SOPs, knowledge articles, audit evidence, disaster recovery procedures, and certification artifacts
Provide leadership across incident, problem, change, release, and service management disciplines
Lead, mentor, coach, and develop a team of Service Analysts
Provide training, knowledge sharing, cross-training, and professional development support
Support operational risk management by identifying vulnerabilities, assessing impacts, and developing mitigation plans
Collaborate on service reliability, scalability, security, production readiness, modernization, and transformation initiatives
Drive strategic operational improvements supporting service quality, customer experience, business alignment, and long-term sustainability

Requirements

Legal right to work in the UK; Allstate is not providing sponsorship for this vacancy
Minimum of 4 years of experience supporting or improving enterprise technology services, infrastructure environments, platform operations, Site Reliability Engineering, IT Operations, or Service Management disciplines (or equivalent)
Minimum of 2 years leading and mentoring teams within service reliability, availability, performance, and/or operational governance in a large enterprise environment
Experience leading Major Incident response activities, coordinating cross-functional teams, and driving RCA efforts and corrective actions
Experience implementing operational improvements, automation initiatives, risk-reduction measures, and continuous service improvement programs
Strong understanding of observability practices, including monitoring, alerting, logging, dashboards, and operational reporting
Knowledge of ITIL principles and IT Service Management processes
Experience developing and maintaining operational documentation, runbooks, support procedures, recovery documentation, and knowledge articles
Experience working within an SRE, DevOps, Cloud Operations, Platform Engineering, Enterprise Operations, or production support environment
Experience supporting Identity and Access Management platforms, including IAM, ISAM, IBM Verify, SailPoint, or related identity technologies
Experience managing SLAs and operational KPIs (or equivalent)
Knowledge of networking technologies, firewalls, DNS, load balancing, and enterprise infrastructure concepts
Experience leading or mentoring a team of engineers (or equivalent)
Experience with Infrastructure as Code, automation frameworks, cloud-native operational practices, self-healing systems, or auto-remediation
Familiarity with API management platforms and enterprise service-integration technologies
Experience supporting messaging or event-streaming platforms such as Kafka
Knowledge of middleware or integration technologies such as TIBCO or comparable enterprise platforms
Experience supporting Microsoft Azure, Amazon Web Services, or Google Cloud Platform
Experience using ServiceNow or a comparable ITSM platform
Knowledge of compliance, risk management, audit controls, operational resilience, business continuity, and disaster recovery practices
Relevant professional certifications, such as ITIL, SRE, cloud, Kubernetes, security, ServiceNow, or comparable technology certifications
Experience leading operational maturity assessments, service governance programs, or production readiness reviews

Core Competencies

Demonstrates expertise in Service Reliability Engineering, Incident Management, and ITIL-based processes, with a strong focus on operational governance, automation, and continuous service improvement. Proven ability to lead cross-functional teams, manage SLAs, and enhance customer experience through effective communication and collaboration.

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