CrawlJobs Logo
Quadient Logo Quadient · IT - Administration

Manager of Digital Service Management

· Job Posted February 18, 2026
Apply Position
Job Link Share

Job Description

In this role, you will lead the development and implementation of unified ITIL-based service management processes across all Digital Operations teams—creating consistency, efficiency, and an enhanced customer experience. You’ll be a strategic leader and a hands-on collaborator, working across functions and geographies to embed service excellence into the core of our digital operations.

Job Responsibility

  • Define, build, and operationalize a new global service management capability within Quadient’s Digital function
  • Lead the implementation of a comprehensive Digital Service Catalogue and core ITIL-based processes, including Incident, Problem, Change Management, Service Introduction/Retirement, and more
  • Enhance and expand existing IT Service Management (ITSM) toolsets to support standardized workflows and enable automation
  • Work closely with Digital Operations teams across areas such as Applications, Infrastructure, End-User Computing, and Global Support
  • Establish service governance frameworks and Service Level Agreements (SLAs), underpinned by supplier agreements
  • Ensure all digital services are delivered in line with security, compliance, and regulatory requirements
  • Act as a service leader during operational incidents, risk events, or service performance issues—driving root cause resolution and continuous improvement
  • Collaborate with internal and external stakeholders to monitor supplier performance and operational KPIs
  • Promote a culture of continuous service improvement (CSI) across the global Digital team

Requirements

  • Proven leadership experience in IT/Digital Service Management, ideally in a global environment
  • Certified ITIL practitioner (intermediate level or higher), with hands-on experience in implementing and operating service management frameworks
  • Deep knowledge of service delivery operations across areas like applications, infrastructure, security, and end-user computing
  • Demonstrated ability to lead change, align teams around process improvements, and influence stakeholders across geographies
  • Strong supplier management expertise, including contracting, performance tracking, and relationship management
  • Experience with cloud-first and hybrid service delivery models
  • Skilled in crisis management, expectation setting, and cross-functional communication
  • Fluent English (spoken and written)
  • additional languages a plus
  • Willingness to travel internationally as needed

What we offer

  • Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle
  • Endless Learning: Access global opportunities for growth through our 24/7 online learning platform
  • Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program
  • Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme
  • Caring for Wellbeing: Access our complimentary employee assistance program for mental health support
Quadient - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Manager of Digital Service Management

8 matching positions

Senior Manager, Digital Product Management (Data Center Digital Solutions)

The Senior Manager, Digital Product Management will define and lead the digital ...
Location
Location
United States , Atlanta
Salary
Salary:
117500.00 - 234500.00 USD / Year
berettaclima.it Logo
Beretta Clima Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree
  • 5+ years of experience in data center infrastructure, mission-critical cooling, and/or precision HVAC environments
  • 5+ years of hands-on product management experience owning a roadmap, defining requirements, and driving products from concept through launch in a B2B or enterprise context
Job Responsibility
Job Responsibility
  • Define the multi-year digital strategy for Data Center cooling systems
  • Establish digital architecture and data requirements to ensure scalability and interoperability
  • Embed digital capabilities into new product development from early concept phases
  • Translate data center operational requirements into product strategy
  • Define digital differentiation across hyperscale, colocation, enterprise, and edge segments
  • Conduct competitive benchmarking focused on digital maturity and ecosystem positioning
  • Support strategic customer engagements where digital capabilities influence infrastructure decisions
  • Define how digital capabilities improve uptime visibility, operational performance, service enablement, and lifecycle optimization
  • Identify and develop monetizable digital services aligned to cooling infrastructure
  • Establish KPIs tied to digital adoption, utilization, and service expansion
What we offer
What we offer
  • Health Care Benefits: Medical, Dental, Vision
  • Wellness incentives
  • Retirement Benefits
  • Paid vacation days, up to 15 days
  • paid sick days, up to 5 days
  • paid personal leave, up to 5 days
  • paid holidays, up to 13 days
  • birth and adoption leave
  • parental leave
  • family and medical leave
  • Fulltime
Read More
Arrow Right

Senior Manager of Digital Technology

The position will partner with the technology and operations team for Ecommerce ...
Location
Location
United States
Salary
Salary:
200000.00 - 215000.00 USD / Year
clearbridgetech.com Logo
ClearBridge Technology Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 10 years of Digital Solution Architecture experience in Retail or Consumer web environment
  • Bachelor’s degree in Computer Science, or Applications, or related technology field, OR equivalent work experience
  • Excellent analytical and technical skills and ability to lead, direct and challenge teams in process, methods, and approach
  • Experience working on Salesforce Commerce Cloud (SFCC) eCommerce platform and sound knowledge of Web Applications on various infrastructures
  • Strong understanding of SFCC, SFRA, CDN, NodeJS, ETL, Build Processes, Web Vitals, Code quality evaluations, and Microservices
  • Expertise in Atlassian processes
  • hands-on experience with Jira and Confluence is a must for project management and documentation
  • Strong understanding of Inventory Management Systems (IMS) and their integration within an omni-channel retail ecosystem
  • Proven experience setting up and managing Customer Data Platform (CDP) environments to drive personalization and data unity
  • Deep understanding of ESP integrations, specifically experience with Cordial or similar high-frequency data-driven marketing platforms
Job Responsibility
Job Responsibility
  • Own, ideate, architect, and drive the projects in ecommerce roadmap
  • Manage and optimize digital payment processors, fraud systems, and gateways to ensure seamless, secure transaction flows
  • Oversee site jobs, scheduled tasks, and overall site performance monitoring to ensure 24/7 platform stability
  • Evaluate emerging technologies around Salesforce and build a path for adoption into the current technology stack
  • Partner with multiple teams to create prototypes, provide resolutions, and proof of concepts
  • Establish non-functional benchmarks and corresponding requirements across platforms ensuring the overall architecture is scalable, high performing, and is supportable
  • Evaluate, design, scope, and document integration efforts for new products, processes, technologies, and solutions
  • Conduct evaluation of 3rd party solutions relative to business requirements and processes and guide formulation of solution recommendations
  • Proactively identify systems and tools requiring technology refresh and create the future state architecture
  • Conduct feasibility studies, point-of-views, competitive and impact analysis to support various strategic and tactical business needs
What we offer
What we offer
  • excellent benefits and compensation packages
  • Fulltime
Read More
Arrow Right

Service Lifecycle Manager - Digital

In a product-led organisation, the Service Manager plays a pivotal role in ensur...
Location
Location
United Kingdom , Manchester
Salary
Salary:
50000.00 - 60000.00 GBP / Year
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience in service or product management, ideally within a product-led or tech-driven environment
  • Strong understanding of ITIL frameworks and service lifecycle management
  • Experience with SaaS, PaaS, or cloud-based service models
  • Understanding of the software development lifecycle, DevOps/SRE practices, and the realities of engineering and product delivery workflows
  • Experienced working as an individual contributor within cross-functional teams
  • Proactive problem solver with ability to interpret data and drive decisions based on insights
Job Responsibility
Job Responsibility
  • Own product performance standards (SLAs, SLOs, OLAs, error budgets) and ensure alignment with customer expectations
  • Lead regular performance reviews and provide clear operational and executive reporting
  • Coordinate with Product & CX teams to align service delivery and operational risks with product releases and updates
  • Embed service considerations into product design and architecture, ensuring solutions are scalable, observable, resilient, and supportable from day one
  • Ensure end to end observability for key products, including metrics, logs, traces, and synthetic monitoring
  • Build and maintain dashboards highlighting availability, latency, throughput, and incident trends
  • Identify areas for improvement and lead service optimisation initiatives
  • Manage a performance improvement backlog in collaboration with Product & Engineering
  • Quantify performance issues in terms of customer and commercial impact
  • Support performance testing, capacity planning, and release quality gates
What we offer
What we offer
  • A competitive rate of pay and pension contribution (£50,000 - £60,000)
  • Generous discretionary bonus schemes, incentives and competitions
  • An annual leave entitlement that increases with length of service
  • Access to an online GP 24/7, 365 days a year for you and your immediate family
  • Employee wellbeing support through our Employee Assistance Programme
  • Enhanced Maternity & Paternity Pay
  • Long Service Recognition
  • Access to a pay day savings scheme, financial coach and up to 40% of your earned wage ahead of payday, through Wagestream
Read More
Arrow Right

Manager, Account Management - Digital Native

We’re looking for an experienced and motivated leader to join our Account Manage...
Location
Location
United States , San Francisco
Salary
Salary:
200000.00 - 250000.00 USD / Year
adyen.com Logo
Adyen
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years experience in managing teams and building executive level enterprise relationships
  • 7+ years experience in account management, business development, consulting, or a related field
  • 3+ years of enterprise payments, financial services, or experience from the merchant side is a plus
  • Bachelor's degree
  • Full professional proficiency in English
Job Responsibility
Job Responsibility
  • Motivate team members and encourage creativity while understanding training needs. Provide coaching in areas including but not limited to: strategic account planning, contract negotiations, product roadmap discussions, and executive engagement
  • Serve as a senior stakeholder, providing strategic and consultative advice to influence and fulfill the global payments strategy of our merchants
  • Set clear individual and team goals focused on revenue growth. Report on performance and metrics at an executive level
  • Create an inspiring and collaborative team environment with an open communication/feedback culture
  • Recruit new team members in line with the Adyen culture and required skills
  • Fulltime
Read More
Arrow Right

Service Management Analyst, Digital Support

At Bombardier, we design, build and maintain the world’s peak-performing aircraf...
Location
Location
Canada , Administrative Centre
Salary
Salary:
Not provided
bombardier.com Logo
Bombardier
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • You have a bachelor’s degree in computer science or related field
  • You have 3+ years’ experience navigating operational procedures within a structured Service Management environment
  • You have proven experience working within Level 1 through 3 customer support models
  • You have strong familiarity with ITIL frameworks, ISO standards, and ServiceNow
  • You have advanced problem-solving and analytical capabilities to diagnose complex technical issues
  • You have excellent English interpersonal skills, with the ability to communicate technical concepts clearly to diverse global teams and customers
  • You have project management and change management skills
Job Responsibility
Job Responsibility
  • Serve as the first point of contact for all digital service requests via phone, email, and Salesforce Case Management
  • Troubleshoot and resolve technical issues efficiently to ensure prompt service restoration and minimal downtime
  • Log, track, and thoroughly document all user interactions and resolutions within Salesforce to maintain data integrity
  • Evaluate and route complex issues exceeding Level 1 or 2 capabilities to the appropriate specialized technical teams
  • Execute core administrative tasks, including password resets and user provisioning, within the Access Request Management System (ARMS)
  • Maintain transparent, consistent updates for customers regarding the status and progress of their support requests
  • Identify recurring trends and perform root cause analysis to implement long-term fixes and prevent future incidents
  • Deliver high-quality customer service, ensuring user satisfaction through professional and empathetic problem-solving
  • Contribute to knowledge-sharing sessions and actively update the Knowledge Base with new solutions, procedures, and technical documentation
What we offer
What we offer
  • Insurance plans (Dental, medical, life insurance, disability, and more)
  • Competitive base salary
  • Retirement savings plan
  • Employee Assistance Program
  • Tele Health Program
  • Fulltime
Read More
Arrow Right

Senior Manager, Digital Product Management

We are seeking a Senior Manager, Product Management to lead strategy and executi...
Location
Location
United States , Palm Beach Gardens; Atlanta
Salary
Salary:
117500.00 - 234500.00 USD / Year
berettaclima.it Logo
Beretta Clima Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree
  • 8 + years of product management experience in connected devices, or consumer mobile apps
Job Responsibility
Job Responsibility
  • Multi-year product strategy and roadmap for the SmartHome mobile app and customer portal
  • Backlog governance and release execution across mobile and cloud capabilities
  • Customer activation, engagement, and retention
  • Translation of device telemetry into intuitive, actionable homeowner experiences
  • AI-driven personalization, automation, and predictive insights
  • Enablement of digital services and monetization opportunities
  • Define a clear product vision grounded in customer needs and connected home trends
  • Translate strategy into disciplined roadmaps with measurable engagement outcomes
  • Balance innovation with reliability, usability, and performance
  • Define and track KPIs tied to activation, engagement, retention, and feature usage
What we offer
What we offer
  • Health Care Benefits: Medical, Dental, Vision
  • Wellness incentives
  • Retirement Benefits
  • Paid vacation days, up to 15 days
  • paid sick days, up to 5 days
  • paid personal leave, up to 5 days
  • paid holidays, up to 13 days
  • birth and adoption leave
  • parental leave
  • family and medical leave
  • Fulltime
Read More
Arrow Right

Service Management Analyst, Digital Support

At Bombardier, we design, build and maintain the world’s peak-performing aircraf...
Location
Location
Canada , Dorval
Salary
Salary:
Not provided
bombardier.com Logo
Bombardier
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in computer science or related field
  • 3+ years’ experience navigating operational procedures within a structured Service Management environment
  • Proven experience working within Level 1 through 3 customer support models
  • Strong familiarity with ITIL frameworks, ISO standards, and ServiceNow
  • Advanced problem-solving and analytical capabilities to diagnose complex technical issues
  • Excellent English interpersonal skills, with the ability to communicate technical concepts clearly to diverse global teams and customers
  • Project management and change management skills
  • Practical knowledge of Salesforce Case Management and JIRA (highly preferred)
Job Responsibility
Job Responsibility
  • Serve as the first point of contact for all digital service requests via phone, email, and Salesforce Case Management
  • Troubleshoot and resolve technical issues efficiently to ensure prompt service restoration and minimal downtime
  • Log, track, and thoroughly document all user interactions and resolutions within Salesforce to maintain data integrity
  • Evaluate and route complex issues exceeding Level 1 or 2 capabilities to the appropriate specialized technical teams
  • Execute core administrative tasks, including password resets and user provisioning, within the Access Request Management System (ARMS)
  • Maintain transparent, consistent updates for customers regarding the status and progress of their support requests
  • Identify recurring trends and perform root cause analysis to implement long-term fixes and prevent future incidents
  • Deliver high-quality customer service, ensuring user satisfaction through professional and empathetic problem-solving
  • Contribute to knowledge-sharing sessions and actively update the Knowledge Base with new solutions, procedures, and technical documentation
What we offer
What we offer
  • Insurance plans (Dental, medical, life insurance, disability, and more)
  • Competitive base salary
  • Retirement savings plan
  • Employee Assistance Program
  • Tele Health Program
  • Fulltime
Read More
Arrow Right

Manager-Digital Product Management

Within GMNS Capability Delivery Team, Merchant Data & Analytic Platforms team is...
Location
Location
United States , Phoenix
Salary
Salary:
103750.00 - 174750.00 USD / Year
americanexpress.com Logo
Amex
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelors in computer science, Engineering, Information Management or a related (quantitative) field, and 4+ years of relevant experience
  • At least 2+ years’ experience in large scale data as a service products or digital platforms using Agile methodology
  • Ability to understand product architecture and connect the dots between business objective and technical solution to make informed business decisions
  • Demonstrable analytical aptitude and ability to analyze data to come up with meaningful insights and make informed business decisions
  • Knowledge of SQL / Hive and other data querying such as Big Query manipulation techniques is desired
  • Excellent verbal and written communication and negotiation skills combined with an ability to interact effectively with diverse audience across Business and Technical teams
  • Good business acumen to convey key benefits to customers and successfully launch new solutions
  • Ability to work with white space to design and bring to life solutions solving complex challenges
Job Responsibility
Job Responsibility
  • Define and execute product strategy for merchant data products and enable new use-cases to support GMNS and enterprise priorities
  • Own, maintain and prioritize the product roadmap including new capabilities, features, enhanced services, expanded markets and product integrations
  • Deliver strategic priorities for a global product by building scalable data solutions to evolve and transform merchant and cardmember experiences that rely on rich merchant data
  • Closely partner with business and technology teams to maintain the product backlog, frame business requirements (user-stories), test and deliver data capability projects using Agile methodology
  • Establish and maintain relationship and communication channels with internal customers & stakeholders of the product across different organizations within American Express
  • Be a data quality guru with an ability to analyze, slice and dice data with a keen eye for identifying opportunities for greater efficiency and improvement to merchant data, as well as maintenance/governance processes around it
What we offer
What we offer
  • Competitive base salaries
  • Bonus incentives
  • 6% Company Match on retirement savings plan
  • Free financial coaching and financial well-being support
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities
  • Fulltime
Read More
Arrow Right