Service Manager - DevOps Engineering & Automation-MGRDEVOP

What You'll Be Doing

• Participate in the development and implementation of policies, standards, and procedures to deliver Automation and DevOps Engineering services with existing enterprise AI adaption strategy.
• Operate with near-complete autonomy while collaborating seamlessly across IT and business domains; make architecture-level decisions related to DevOps and automation platforms.
• Identify future-state needs and drive enterprise-wide automation and DevOps maturity.
• Engage directly with senior IT leadership to help shape priorities, roadmaps, and investment strategies for automation and DevOps capabilities.
• Drive transformational improvements in deployment automation, test automation, infrastructure remediation, resiliency, and operational controls.
• Establish standards, govern technical patterns, and evaluate modern tooling across CI/CD, middleware automation, test automation frameworks, and infrastructure.
• As a top technical mentor and thought leader within the DevOps and automation community, influence Engineering, Architecture, Infrastructure, QA, and Security stakeholders.
• Supervise direct reports with strong hands-on technical leadership and accountability.

Organizational Leadership

• Participate in the development and implementation of policies, standards, and procedures to deliver Automation and DevOps Engineering services with existing enterprise AI adaption strategy.
• Operate with near-complete autonomy while collaborating seamlessly across IT and business domains; make architecture-level decisions related to DevOps and automation platforms.
• Identify future-state needs and drive enterprise-wide automation and DevOps maturity.
• Engage directly with senior IT leadership to help shape priorities, roadmaps, and investment strategies for automation and DevOps capabilities.
• Drive transformational improvements in deployment automation, test automation, infrastructure remediation, resiliency, and operational controls.
• Establish standards, govern technical patterns, and evaluate modern tooling across CI/CD, middleware automation, test automation frameworks, and infrastructure.
• As a top technical mentor and thought leader within the DevOps and automation community, influence Engineering, Architecture, Infrastructure, QA, and Security stakeholders.
• Supervise direct reports with strong hands-on technical leadership and accountability.

Team Management

• Supervise and mentor IT staff supporting DevOps Engineering, Application Automation, and Infrastructure Automation.
• Foster a collaborative, high-performance culture focused on reliability, speed, and automation-first thinking.
• Oversee daily operations including task assignments, backlog prioritization, workload distribution, and performance management.
• Oversee staffing, training, skill development, performance management goals and evaluations, and contribute to workforce planning initiatives.
• Allocate resources effectively to meet business delivery and operational goals.
• Monitor and control operational expenses, optimizing cost-efficiency of tools, platforms, and vendor services.
• Enforce security policies and compliance requirements across DevOps pipelines and automation tooling.
• Collaborate with security teams to manage risk, vulnerability remediation, and secure automation practices.
• Contribute to budgeting, forecasting, and resource planning activities.

Service Reliability & Performance

• Ensure reliability, stability, and performance of DevOps platforms, CI/CD pipelines, automation frameworks, and middleware services.
• Monitor and manage system operations, proactively identifying risks and addressing issues to minimize service disruption.
• Ensure automation supports critical operational activities including post-patching validation, post-disaster recovery testing, environment health checks, and release readiness.
• Utilize ITIL frameworks, DevOps metrics, and industry best practices to define KPIs and provide monthly operational reporting.
• Drive improvements in deployment success rates, automation coverage, defect leakage, and recovery times.

Process Improvement

• Identify and implement opportunities to improve operational efficiency, developer experience, and service quality through automation.
• Standardize and document DevOps and automation processes, ensuring consistent and repeatable execution across environments.
• Promote Enterprise Orchestration, configuration management, automated testing, and self-service capabilities.
• Provide regular updates to leadership on operational health, automation adoption, and improvement initiatives.
• Continuously evaluate and implement new tools and technologies to streamline delivery and operations.

Service Delivery

• Lead response efforts for major incidents related to DevOps platforms, automation tooling, or middleware services.
• Oversee root cause analysis and drive corrective and preventive actions to improve reliability and resilience.
• Support strategic initiatives by providing leadership, expertise, and oversight of DevOps and automation resources.
• Ensure successful implementation and integration of new automation frameworks, CI/CD tools, middleware platforms, and engineering solutions.
• Track, measure, and report on KPIs and service level agreements (SLAs) related to DevOps and automation services.

Relationship Management

• Manage relationships with vendors, system integrators, and third-party service providers supporting automation and DevOps platforms.
• Ensure third-party services meet performance, security, and compliance expectations.
• Serve as the primary point of contact for DevOps and automation-related escalations, inquiries, and issues.
• Build and maintain strong relationships with internal stakeholders to ensure satisfaction with automation and DevOps services.