Senior Manager, Service Reliability & Experience

Job Overview:

Enterprise IT | Service Management Transformation, SRE, ITIL & Operational Governance

Arm IT is building a modern Service Management capability that combines ITIL, SRE practices, operational governance, automation, and AI-enabled insights to support engineering velocity with enterprise reliability.

This role will lead the evolution of Arm’s Service Management Office and shape a scalable, federated operating model across Enterprise IT. You will help teams move quickly while maintaining strong service reliability, operational resilience, customer experience, and governance standards.

This is an opportunity to modernise Service Management at scale. You will help transform a traditional process-focused function into a service-health-led capability powered by automation, data, continuous improvement, and customer insight.

You will also lead and grow capabilities across:

• Service Design & Transition
• Change & Release Management
• Operations Assurance & Governance

Responsibilities:

• Define and evolve Service Management strategy aligned to ITIL v4, SRE principles, automation, and modern operational practices.
• Build a scalable Service Management framework that enables local ownership with global consistency.
• Create practical governance standards and operational guardrails that support reliability, resilience, and compliance while enabling fast delivery.
• Define how service health, reliability, availability, performance, and user experience are measured and improved.
• Establish clear accountability for SLAs, XLAs, SLOs, SLIs, error budgets, availability targets, incident ownership, post-incident reviews, and operational performance.
• Deliver meaningful operational reporting, executive dashboards, and service insights that support data-driven decisions.
• Partner with teams across Risk, Audit, Compliance, Data, Security, and People functions to strengthen operational governance and find opportunities for improvement.
• Identify recurring incidents, systemic issues, service risks, and operational improvement opportunities.
• Modernise core Service Management practices including Incident, Problem, Major Incident, Change, Release, Service Transition, Configuration, and Asset Management.
• Embed Service Management practices into DevOps, platform engineering, infrastructure, and application delivery teams.
• Improve operational readiness, release quality, service transition, and operational data accuracy.
• Build, mentor, and support a high-performing Service Management team.
• Influence senior leaders and multi-functional teams globally and help teams adopt modern, customer-focused Service Management practices.

Required Skills and Experience:

• Experience leading Service Management, ITSM, SMO, operational governance, or service operations transformation within complex global environments.
• Solid understanding of SRE principles and their application alongside ITIL and modern ITSM frameworks.
• Deep knowledge of ITIL v4 including Incident, Problem, Change, Release, Service Design, Transition, and Continual Improvement.
• Experience modernising traditional ITSM models into reliability-focused, automation-enabled, service-health-led operating models.
• Experience supporting high-velocity engineering, DevOps, platform, or technology delivery environments.
• Experience defining, governing and improving service metrics including SLAs, XLAs, SLOs, SLIs, availability, error budgets, operational metrics and service performance indicators.
• Experience delivering executive operational reporting, governance dashboards, service health analytics, and actionable operational insights.
• Experience partnering with Risk, Audit, Security, Compliance, or governance-focused teams.
• Solid understanding of operational resilience, enterprise service governance, systemic risk reduction, and service reliability practices.
• Experience with ServiceNow or similar enterprise ITSM platforms.
• Strong leadership presence with the ability to influence globally across engineering, operations, and business teams.

“Nice To Have” Skills and Experience:

• ITIL v4 Managing Professional or Strategic Leader certification.
• Experience with observability, AIOps, automation, or service intelligence platforms.
• Experience modernising legacy ITSM capabilities into reliability-focused service operations.
• Knowledge of cloud, SaaS, PaaS, infrastructure, platform, or distributed application environments and familiarity with DevOps, SRE, platform engineering, and product-aligned delivery teams!

In Return:

We offer exciting and interesting work in global and diverse team. Arm's growth trajectory will ensure career progression and the opportunity to have a significant impact on our success.

#LI-JW1

Accommodations at Arm

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Hybrid Working at Arm

Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.