Service Manager – Site Reliability Engineering

• 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.

Highest-signal resume keywords

• Service Reliability Engineering
• Incident Management
• ITIL Principles
• Infrastructure as Code
• Operational Governance

Hard Skills

• Operational Documentation
• Monitoring
• Alerting
• Logging
• Dashboards
• Cloud Operations
• Automation Frameworks
• Identity and Access Management
• Networking Technologies
• Event-Streaming Platforms

Soft Skills

• Leadership
• Mentoring
• Collaboration
• Communication
• Problem-Solving

Certifications & Qualifications

• ITIL
• SRE
• Cloud Certifications
• Kubernetes
• Security Certifications

Industry Keywords

• Operational Resilience
• Business Continuity
• Disaster Recovery
• Compliance
• Risk Management

Tools & Technologies

• ServiceNow
• Microsoft Azure
• Amazon Web Services
• Google Cloud Platform
• Kafka
• TIBCO

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