LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed. Join us to transform the way the world works.

This role will be based in our Mountain View, CA campus.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

LinkedIn is looking for a Manager, Service Management to transform and lead our Service Management team within the Productivity Engineering Operations organization. Your mission is to drive reliability for employee facing systems, advocate for effective observability and monitoring, and leverage automation to reduce employee-impacting issues, whether through minimizing tickets or preventing outages before they occur. You will lead a cross-functional team owning Critical Incident and Problem Management, Change Management, and IT Data Architecture/Service Portfolio. Each of these functions plays a key role in driving scalability and unlocking options for automation and continuous improvement that will streamline operations and help our Engineering teams to improve their products for our employees. This is more than a management role—it's an opportunity to lead a transformation that directly impacts employee productivity and operational resilience across the organization.

Responsibilities:

• Lead and manage a multi-disciplinary team of ITSM professionals across critical incident management, change management, service data architecture (CMDB, service portfolio), and product operations. Provide vision for your team and ensure they have the coaching and support necessary to drive transformation within our organization.

• Act as a strategic partner to leadership, collaborating to define and execute the vision for modernizing service management across the organization. Work across operations, engineering, and business stakeholders to ensure seamless service delivery and alignment with business needs.

• Leverage observability insights to improve incident response, problem management, and proactive risk mitigation by ensuring actionable data is used for faster resolution and trend analysis. Identify and set expectations for observability by working closely with Engineering teams to ensure critical systems have proper monitoring and alerting. Act as a primary advocate and key customer for Engineering-led observability initiatives.

• Use monitoring and telemetry data to drive meaningful operational improvements by Engineering teams and ensure Service Management has full visibility into service health.

• Champion automation strategies (including, but not limited to, use of genAi) to reduce manual processes, improve service efficiency, and minimize employee disruptions within the service management space.

• Establish and monitor key performance indicators (KPIs) to track the effectiveness of service management processes and drive data-driven improvements. Create and publicly report on metrics such as incident response times, system uptime, change success rates, and automation efficiency to ensure continuous service optimization. Run regular operations review with key leadership to provide insights that can help drive decision-making and strategy.

• Lead and support Critical Incident Management to ensure effective management and swift resolution of high-priority incidents. Serve as an escalation point for critical issues, driving clear communication and rapid response to minimize business impact.

• Own the Problem Management function to identify root causes, prevent recurring incidents, and drive systemic improvements. Collaborate with cross-functional teams to analyze trends, implement corrective action plans, and proactively identify areas for continuous improvement.

• Lead and continuously improve the Change Management process, ensuring successful deployment of system updates while partnering with engineering and operations teams to minimize risks, maintain system reliability, and balance agility with stability.

Basic Qualifications:

• BA/BS Degree in Information Technology Management, Engineering, Computer Science, or related technical discipline, or equivalent practical experience

• 1+ year(s) of management experience or 1+ year(s) of staff level engineering experience with management training

• 7+ years of experience in IT operations, service management, or related fields

• 5+ years of owning or driving ITSM functionality in ServiceNow (or similar systems)

• Experience with systems reliability, observability, or automation initiatives in complex environments

• Experience in IT service management frameworks (e.g., ITIL) and best practices

Preferred Qualifications:

• 10+ years of experience in IT service management, service operations, or IT leadership roles

5+ years of people management experience, including leading cross-functional teams with a global footprint

• Proven track record in transforming IT service organizations, with hands-on experience driving automation and process improvements

• Demonstrated success in managing critical incident response, change management, and data architecture functions (including CMDB/CSDM)

• Extensive experience with modern service management tools and observability platforms (e.g., ServiceNow, Splunk, Datadog, Grafana)

• Able to develop, maintain, and manage advanced reporting, analytics, dashboards,

• Able to write and optimize SQL queries to extract, manipulate, and analyze data from various databases for analysis

• Strong analytical and problem-solving skills, with the ability to leverage data to tell stories and drive decision-making

• Excellent communication, leadership, and stakeholder management skills, with the ability to influence across all levels of the organization

• Comprehensive understanding of enterprise IT infrastructure and IT logistics, including hardware lifecycle management, asset tracking, and the coordination of IT resources to support business operations

Suggested Skills:

• IT Service Management

• Observability

• Automation

• Strategic Leadership

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $112,000 -185,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://microsoft.sharepoint.com/:b:/t/LinkedInGCI/EeE8sk7CTIdFmEp9ONzFOTEBM62TPrWLMHs4J1C_QxVTbg?e=5hfhpE. Please reference https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

-Documents in alternate formats or read aloud to you

-Having interviews in an accessible location

-Being accompanied by a service dog

-Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.