Service Manager
Culver City, CA
Category: Engineer
Industry: Communications
Reference ID: JN -042026-106419
Date Posted: 04/15/2026
Shortcut: http://careers.eliassen.com/uxGdY1
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
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.
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 are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contactInfoSec@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above