Job Description
Description: Onsite in Culver City, CA Our client seeks a hands-on Service Manager to lead day-to-day IT service operations for a large enterprise managed services engagement. The role will serve as the primary interface between business stakeholders and delivery teams, including offshore teams, and will own escalations, communications, and service performance. The engagement requires strong ITSM fundamentals, ServiceNow proficiency, and comfort working across US and India time zones. The role is operational and visible with a focus on SLAs, KPIs, MTTR, and root cause analysis. We can facilitate w2 and corp-to-corp consultants. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance. Rate: $50.00 to $60.00/hr. w2 JN -19 Responsibilities: Serve as the primary delivery-facing contact for service operations across a large enterprise account. Own day-to-day service operations including incident, problem, and change workflows. Manage escalations with sound judgment and timely communication to stakeholders. Coordinate with global and offshore teams to ensure SLA and KPI adherence. Drive root cause analysis and continuous improvement actions. Leverage ServiceNow for operations oversight, reporting, and performance tracking. Prepare and review operational reports and dashboards using Excel and Power BI. Facilitate cross-team collaboration across US and India time zones. Maintain an onsite presence at least four days per week. Support a stable, long-term engagement with consistent service quality. Experience Requirements: 10 to 15 years of experience in IT service management, managed services, or IT operations. Prior experience as a Service Manager, IT Operations Manager, or similar operational role. Strong ITSM knowledge across incident, problem, and change management. Proven experience managing SLAs, KPIs, MTTR, and root cause analysis. Hands-on ServiceNow experience running service operations. Experience supporting large enterprise environments with large teams of 50 to 100 or more. Proven success working with global and offshore teams, preferably including India. Strong verbal and written communication skills for stakeholder engagement. Fluency with Excel for reporting and analysis. Ability to interpret Power BI dashboards. Understanding of general enterprise IT and SDLC concepts. Flexibility to overlap working hours with offshore teams. Ability to operate in high-visibility, high-accountability settings with diplomacy and composure. Operational, hands-on approach rather than purely managerial. Recruitment Transparency Notice Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( , ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process. Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range. W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality. If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you