Manager, IT Service Management Operations

Overview

Echo Star is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

We re seeking a technical leader to manage our Software Configuration Management (SCM), Change Management, and Problem Management operations. This role is critical to maintaining operational excellence and system stability across our enterprise infrastructure while driving automation initiatives.

Key Responsibilities:

• Lead Software Configuration Management, IT Change Management, and Problem Management functions, ensuring stability and operational excellence across enterprise infrastructure
• Own Change Advisory Board (CAB) governance, enforcing enterprise policies, risk controls, and compliant change execution
• Drive root cause analysis and problem management initiatives to reduce post-change incidents and improve service reliability
• Manage and optimize the Service Now platform, including ITSM workflow automation, integrations, and continuous improvement initiatives
• Oversee infrastructure monitoring and change validation using Dynatrace, ensuring post-deployment health and performance visibility
• Define and track service delivery KPIs, partner cross-functionally with infrastructure, application, security, and vendors to drive measurable operational improvements

Education & Experience:

• A bachelor s degree in a related field or similar experience and/or certifications
• 5+ years in IT service management with 2+ years in a leadership role

Skills and Qualifications:

• Strong technical background with hands-on AWS cloud experience, including Lambda, Dynamo
  
  DB, API Gateway, and Cloud Watch
• Deep expertise in Service Now, including API development, scripting, and implementation of Service Now AI capabilities
• Proficiency in Python and serverless architectures, with solid understanding of Dev Ops and software deployment processes for automation
• Proven experience with root cause analysis and problem management methodologies, aligned with ITIL change management best practices
• Experience using infrastructure monitoring tools such as Dynatrace for post-deployment validation, health monitoring, and change impact analysis
• Excellent troubleshooting, analytical, and communication skills, with the ability to engage effectively across technical and business stakeholders

Visa sponsorship not available for this role

Salary Range:
Compensation: $96,250.00/Year - $/Year

Benefits:
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed in the company materials.

The base pay range shown is a guideline. Individual total compensation will vary based on qualifications, skill level, and competencies; compensation is based on the role s location and is subject to change based on work location.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Echo Star will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law.

All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

Echo Star will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical…