Senior Manager - SMO

This Senior Manager role will oversee the Service Management Operations (SMO) as well as other teams enabling Engineering and Operations work. This role is responsible for the planning, development, and execution of the overall IT Service Management Program. The incumbent manages oversight of a framework that enables delivery of technical operational services to the company's internal and external customers. The Senior Manager maintains professional and productive standards when dealing with the company's internal technical service providers as well as product owners and is responsible for anticipating and troubleshooting any issues that may arise with Service Delivery workflows or process improvements. Providing value to Engineering and Operational leaders through data driven metrics and analysis is key. 

Additionally, the Senior Manager will oversee the Compliance of control programs such as (SOX, SOC, CIS). The Service Management analysts execute control validations and provide measurements of the success of the program.

Key Responsibilities:

Team Integration & Leadership 

• Lead multiple technical teams, ensuring alignment in goals, processes, and culture. Foster collaboration and build a cohesive, high-performing team focused on shared outcomes. Set and drive strategy for the development, implementation, delivery and maintenance of software services and tools that support Engineering and Operations functions.

Efficiency Optimization 

• Evaluate and optimize current workflows, tools, and methodologies. Identify and implement strategies to improve productivity, reduce redundancy, and leverage the strengths of each group. Conduct periodic assessment and review of processes, innovate as necessary, and serve as a key member of the leadership team in forming business strategies and direction.

Mission-Driven Focus 

• Ensure that the teams are aligned with the company’s mission and long-term vision. Continuously reinforce the importance of building solutions that drive business value and serve our customers.

Talent Development & Coaching 

• Mentor and develop talent within the team, identifying skill gaps and creating growth opportunities. Promote a culture of continuous learning and professional development.

Collaboration with Cross-Functional Teams 

• Partner closely with Platform, Operations, Engineering, and other customers to ensure that efforts are aligned with business priorities. Communicate progress, challenges, and results effectively to stakeholders.

Technical Leadership 

• Maintain a strong understanding of the technical landscape and provide guidance on best practices, tools, and emerging technologies. Ensure that the team is following high standards of code quality, testing, and documentation.

Project Management & Delivery 

• Oversee the successful execution of projects by managing timelines, resources, and budgets. Ensure the delivery of high-quality software that meets the needs of both internal and external customers.

Additional Responsibilities:

• Provide direction and support to the service delivery teams and oversee the implementation of Service Management policies to ensure alignment with the Company’s strategic plan. Establish and maintain strong working relationships with senior sponsors, department heads and process owners and develop and maintain a communication and collaboration-centric organization that is data-driven, using metrics and OLAs to drive continuous improvement related to service delivery
• Set and drive strategy for the development, implementation, delivery and maintenance of the Service Management Program, with emphasis on integration and sustainability. Set strategy, lead implementation and facilitate the organization-wide integration of Service Management processes, procedures, policies and KPIs. Set strategy for and ensure integrity of KPIs and OLAs used to determine existing and future levels of service
• Conduct periodic assessment and review of the entire Service Management process; negotiate and get buy-in for amendments as necessary and serve as key member of the TSG leadership team in the formulation of business strategies and direction, prioritization of technology initiatives and responsibility for preparing presentations for ELT-related executive meetings
• Select, lead, develop, and manage reports by setting clear goals and expectations, tracking progress against goals, providing regular feedback, and addressing performance problems and issues promptly

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related field (Master's degree preferred)
• 10+ years of experience in Service Delivery, Problem Management, or Incident Management in an ITIL environment
• 8+ years of experience in managing technical teams, with a focus on improving efficiency and culture
• Demonstrated understanding of the Agile methodology
• Excellent communication, interpersonal, and leadership skills
• Demonstrated ability to manage multiple, complex projects in a fast-paced environment
• Experience in a mission-driven organization, with a passion for delivering impactful software solutions
• Strong problem-solving skills, with the ability to navigate complex team dynamics and technical challenges

Preferred Experience

• Advanced knowledge of network, communication and cloud technologies including virtualization, switches & routers, telephony, and security
• Advanced knowledge of standard IT operations metrics (availability, notification and escalation OLA, mean time to resolve, etc.)
• ITIL certification preferred.

This position is based in our Reston, VA office and offers a flexible, hybrid work schedule

The pay range is $160,300 - $216,900. 

The anticipated annual base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock awards.