Service Manager, Site Reliability Engineering

Key responsibilities:

• Own the overall health, reliability, availability, and observability of critical business applications and technology services, ensuring alignment with established service commitments and customer expectations.

• Establish, monitor, and report on Service Level Agreements (SLAs), Service Level Objectives (SLOs), Error Budgets, availability, performance, and operational KPIs to drive service excellence.

• Lead Major Incident Management activities, coordinating cross-functional teams during outages, ensuring effective communication, rapid service restoration, and completion of Root Cause Analysis (RCA) for critical incidents.

• Drive Problem Management practices by identifying recurring issues, analyzing systemic failures, implementing permanent corrective actions, and reducing operational risk through preventive measures.

• Govern Change and Release Management processes by assessing operational risk, improving change success rates, supporting production readiness reviews, and coordinating maintenance and deployment activities.

• Ensure effective observability across services through monitoring, alerting, logging, dashboards, and operational reporting that provide actionable insights into service health and performance.

• Promote automation and operational efficiency by reducing manual processes, eliminating repetitive tasks, and advancing Infrastructure as Code (IaC), DevOps, self-healing, and auto-remediation capabilities.

• Partner with engineering, platform, infrastructure, security, and business teams to proactively improve service resilience, scalability, stability, and customer experience.

• Serve as the primary operational liaison for business stakeholders and vendors, providing regular service reviews, communicating risks, managing escalations, and ensuring alignment with business objectives.

• Ensure adherence to ITIL-based operational processes, governance standards, compliance requirements, audit obligations, and the maintenance of operational documentation, runbooks, recovery procedures, and service support artifacts.

• Lead continuous service improvement initiatives focused on reducing Mean Time to Recovery (MTTR), increasing service stability, improving customer satisfaction, and enhancing operational maturity.

• Foster a culture of operational excellence, accountability, proactive risk management, customer focus, and continuous improvement across the service organization.

• Own, lead, and facilitate operational governance ceremonies, including service reviews, incident and problem management reviews, change governance forums, operational readiness assessments, stakeholder communications, and executive service reporting.

• Create, maintain, review, and ensure compliance with operational documentation, runbooks, standard operating procedures (SOPs), knowledge articles, audit evidence, disaster recovery procedures, and certification-related artifacts.

• Provide leadership and oversight across incident, problem, change, release, and service management disciplines while ensuring consistent execution of operational processes and governance standards.

• Lead, mentor, coach, and develop a team of Service Analysts, fostering technical growth, accountability, collaboration, and operational excellence.

• Provide training for team members and users while assisting in building organizational bench strength through knowledge sharing, cross-training, and professional development initiatives.

• Support operational risk management activities by identifying service vulnerabilities, assessing impacts, developing mitigation plans, and improving overall service resilience.

• Collaborate with engineering and platform teams to improve service reliability, scalability, security, and production readiness while supporting modernization and transformation initiatives.

• Drive strategic operational improvements that enhance service quality, customer experience, business alignment, and long-term operational sustainability.

Essential Skills:

• All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy.

• A minimum of 4 years of experience supporting, or improving enterprise technology services, infrastructure environments, platform operations, Site Reliability Engineering (SRE), IT Operations, or Service Management disciplines. (Or Equivalent).

• A minimum of 2 years leading and mentoring teams within service reliability, availability, performance, and/or operational governance within a large enterprise environment.

• Experience leading Major Incident response activities, coordinating cross-functional teams, and driving RCA efforts and corrective actions.

• Experience implementing operational improvements, automation initiatives, risk-reduction measures, and continuous service improvement programs.

• Strong understanding of observability practices, including monitoring, alerting, logging, dashboards, and operational reporting.

• Knowledge of ITIL principles and IT Service Management (ITSM) processes.

• Experience developing and maintaining operational documentation, runbooks, support procedures, recovery documentation, and knowledge articles.

Desirable Skills:

• Experience working within a SRE, DevOps, Cloud Operations, Platform Engineering, Enterprise Operations, or production support environment.

• Experience supporting Identity and Access Management platforms, including IAM, ISAM, IBM Verify, SailPoint, or related identity technologies.

• Experience managing Service Level Agreements (SLAs) and operational Key Performance Indicators (KPIs). (Or Equivalent)

• Knowledge of networking technologies, firewalls, DNS, load balancing, and enterprise infrastructure concepts.

• Experience leading or mentoring a team of engineers. (Or Equivalent)

• Experience with Infrastructure as Code, automation frameworks, cloud-native operational practices, self-healing systems, or auto-remediation.

• Familiarity with API management platforms and enterprise service-integration technologies.

• Experience supporting messaging or event-streaming platforms such as Kafka.

• Knowledge of middleware or integration technologies such as TIBCO or comparable enterprise platforms.

• Experience supporting cloud platforms such as Microsoft Azure, Amazon Web Services, or Google Cloud Platform.

• Experience using ServiceNow or a comparable ITSM platform.

• Knowledge of compliance, risk management, audit controls, operational resilience, business continuity, and disaster recovery practices.

• Relevant professional certifications, such as ITIL, SRE, cloud, Kubernetes, security, ServiceNow, or comparable technology certifications.

• Experience leading operational maturity assessments, service governance programs, or production readiness reviews.

Job Posting End Date: Monday 21st September 2026 (11:59pm)

#LI-TR3

#Hybrid