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Service Manager

New York, NY

About Dashlane

Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. Over 17 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

Our global team is united by a strong sense of community and passion for improving the digital experience of our users. Learn more about how we work, how we hire, and the benefits of being a Dashlaner in our Life at Dashlane page.

About the role: 

In this role, you will streamline interactions between our Customer Success and Engineering Teams, ensuring seamless service delivery for our customers. Additionally, you will manage incidents, adhere to ITIL best practices, and implement continuous improvement initiatives. This is an exciting opportunity to be part of a newly formed team that embraces innovation and experimentation. You will interface with all levels of the organization, significantly impacting multiple teams and business functions, while driving excellence in service management and operational efficiency.

Location: 

You will be based in our New York City office, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding, and a third day at your choice. We offer relocation support (national and international).

What you will do:

  • Oversee day-to-day delivery operations, ensuring optimal performance.
  • Manage and monitor infrastructure and product health, proactively addressing issues.
  • Collaborate with cross-functional teams to ensure seamless service delivery.
  • Lead incident response efforts, minimizing downtime and conducting post-incident analysis.
  • Manage on-call incident response capabilities and raise the bar on knowledge transfer and training
  • Provide operational support for the Defect Management process, ensuring the best response to bugs in critical components.
  • Promote and strengthen adherence to Incident, Problem, and Knowledge Management processes, taking advantage of the best practices from the ITIL4 framework.
  • Create reporting mechanisms and communication plans for effective information dissemination within Engineering and for other relevant stakeholders.
  • Identify opportunities for process improvement, automation, and optimization and hands-on deliver on those opportunities.
  • Collaborate with Product teams and Engineering leaders for continuous improvement in stability, reliability, and performance metrics.
  • Align service management activities with business goals and SLA agreements.
  • Support incident response processes and communicate resolutions to stakeholders.

Requirements: 

  • 3+ years of experience interfacing between Customer Experience and Engineering Teams 
  • 3+ years of experience with Service Management experience in a scaling organization
  • ITIL certification

We're also looking for: 

  • Advanced English speaking and writing skills
  • Experience working at a B2B SaaS Organization 
  • Someone who can operate effectively and autonomously across multiple teams, and navigate technical ambiguity with only high-level direction.
  • You are highly collaborative and focused on building relationships across all departments.
  • Be self-driven, and deliver on ambiguous projects despite incomplete or inaccurate data.
  • Interest in working in a fast-paced and rapidly changing environment.
  • Proficiency with Confluence and Gitlab tools
  • Experience with service management software such as ServiceNow

Salary Range: 

$130,000 - $152,000 in base salary

Our salary ranges are based on paying competitively for our size and industry, and are one part of total compensation package that also includes benefits, and other opportunities at Dashlane. 

Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other Dashlaners.  We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors.  

 

Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here. 

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.

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