Job description
Job Type: Full Time |
Location: Dallas, TX / Fort Worth, TX / Remote|
Department: Operations |
Reporting to: AD IOC |
Work Location Type: #hybrid
IREN is a leading AI Cloud Service Provider, delivering large-scale GPU clusters for AI training and inference. IREN’s vertically integrated platform is underpinned by its expansive portfolio of grid-connected land and data centers in renewable-rich regions across the U.S. and Canada.
With 100% renewable energy, we build, own and operate our data centers and take pride in being at the forefront of sustainable solutions for the ever-evolving applications of high-performance compute. We believe that human progress is invaluable, but it should be done in the right way - responsibly, sustainably and having a positive impact on the communities we operate in.
We are seeking a
Senior Manager Service Management to lead our Incident (including Major Incident), Problem, and Change Management functions. This role will be responsible for establishing and maturing ITSM processes that drive operational excellence, reduce service disruption, and improve system reliability.
As a hands-on leader, you will operate at the center of critical operations, leading major incident response, driving high-quality root cause analysis, and ensuring disciplined change governance. You will partner closely with Infrastructure, Network, Application, and Data Center teams to create a proactive, data-driven service management culture.
This role requires strong leadership under pressure, the ability to influence cross-functional teams, and a focus on continuous improvement through measurable outcomes.
Job requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 10+ years of experience in IT Service Management and/or IT Operations in 24x7 environments
- Proven leadership of Incident and Major Incident Management, including structured command, escalation, and stakeholder communication during P1/P2 events
- Experience operating in enterprise-scale, high-availability environments (data center, cloud, or infrastructure), including exposure to SRE practices
- Strong understanding of ITIL-based frameworks with proven ability to design, implement, and optimize ITSM processes across the service lifecycle
- Strong Problem Management discipline, including root cause analysis, trend identification, and driving permanent corrective actions to eliminate recurrence
- Experience managing Change Management with a focus on risk assessment, impact analysis, and improving change success rates
- Familiarity with observability, monitoring, and AIOps concepts (event correlation, alert optimization, automation-driven operations)
- Working knowledge of CMDB and service mapping principles to support service visibility and impact analysis
- Experience with ITSM and reporting platforms (e.g., ServiceNow, Jira Service Management, Power BI, Tableau)
- Proven ability to influence cross-functional teams and drive accountability without direct authority
- Strong decision-making, conflict resolution, and leadership skills in high-pressure environments
- Excellent verbal and written communication skills, including executive-level communication
- Experience managing customer-facing communications during incidents and maintenance, with the ability to translate complex technical issues into clear, business-focused messaging
- Demonstrated ability to identify inefficiencies and implement scalable, streamlined operational processes
Job responsibilities
- Lead and own Incident, Major Incident, Problem, and Change Management processes end-to-end
- Build and mature a closed-loop ITSM model (Incident → Problem → Change)
- Establish governance frameworks, operating rhythms, and performance standards
- Lead or oversee P1/P2 incident response with structured command and control, ensuring rapid service restoration and clear, timely communication to technical teams and executive stakeholders
- Own and enforce high-quality Root Cause Analysis (RCA) standards, ensuring identification of true root causes and driving closure of corrective actions to prevent recurrence
- Oversee the Change Management lifecycle, including risk assessment, impact analysis, and CAB governance, to improve change success rates and reduce change-related incidents
- Define and enforce SLA/OLA targets aligned to business and customer expectations
- Define and manage KPIs including MTTR, MTTD, incident trends, problem backlog health, change success rates, and customer communication effectiveness
- Develop dashboards and reporting to enable data-informed decision-making
- Analyze trends and systemic issues to reduce incident volume and operational noise
- Present actionable insights and recommendations to senior leadership
- Simplify processes and eliminate inefficiencies across operational workflows
- Influence and hold accountable cross-functional teams (Infrastructure, Network, Applications, Data Centers) to drive alignment and execution without direct authority
- Foster a culture of ownership, accountability, and operational excellence
- Build, lead, and develop a high-performing Service Management team
- Establish clear roles, expectations, and career development paths
- Promote a culture of continuous improvement, learning, and operational excellence
- Own and establish standardized communication frameworks for planned maintenance and unplanned incidents
- Define communication protocols, templates, and timelines aligned to incident severity (P1/P2/P3)
- Ensure timely, accurate, and consistent customer and stakeholder communications during service disruptions, aligned to defined communication SLAs (e.g., initial notification, update cadence, resolution summaries)
- Partner with technical teams to translate complex issues into clear, business-friendly messaging
- Drive post-incident communication, including customer-facing summaries where appropriate
- Continuously improve communication effectiveness through feedback, incident reviews, and metrics
- Align communication practices with overall Incident Management and Major Incident frameworks
Job benefits
At IREN, we offer a comprehensive, market-competitive Total Rewards package designed to support employees’ well-being, career advancement, and financial wealth. Our offerings reflect our commitment to
Proceed with Purpose while rewarding high performance and long-term growth.At IREN, we offer a comprehensive, market-competitive Total Rewards package designed to support employees’ well-being, career advancement, and financial wealth. Our offerings reflect our commitment to
Proceed with Purpose while rewarding high performance and long-term growth.
Compensation- Actual compensation will be determined based on factors such as experience, qualifications.
- Competitive wages with robust per diem and project allowance, when applicable
- Overtime compensation for non-exempt workers for hours worked over 40 per week
- Relocation and Living-out-allowance (as applicable and based on successful candidate circumstances)
Health & Wellness- 100% company paid health insurance premiums (medical, dental, and vision) for employees, 75% company paid coverage for dependents
- Company-paid short-term and long-term disability insurance
- Voluntary life, critical illness, and accident coverage available
- Health Savings Accounts (HSA) – when combined with the High-Deductible Health Plan
- Employee Assistance Program and wellness resources
Retirement & Financial Wealth- 401(k) retirement plan with company match
- Paid professional development and access to financial planning and legal services
Time Off & Leave Programs- Paid Time Off (PTO) and paid holidays
Growth & Development- Professional development to support certifications, continuing education, or role related training
Community & Culture- Company events and team-building activities
We value diverse perspectives and believe that skills can be developed. If you’re passionate about this role, we want to hear from you — whether you meet every criteria or not. Your unique experiences might be exactly what we need!
IE US Operations Inc., the employing entity and proud member of the IREN group is an equal opportunity employer that is committed to creating an inclusive workplace. We are committed to evaluating qualified applicants and do not discriminate against protected characteristics under applicable legislation.
By applying for this position and submitting your resume and application materials, you consent to the processing of your personal information in accordance with our Job Applicant Privacy Statement available on our website at
www.iren.com. Compensation- Actual compensation will be determined based on factors such as experience, qualifications.
- Competitive wages with robust per diem and project allowance, when applicable
- Overtime compensation for non-exempt workers for hours worked over 40 per week
- Relocation and Living-out-allowance (as applicable and based on successful candidate circumstances)
Health & Wellness- 100% company paid health insurance premiums (medical, dental, and vision) for employees, 75% company paid coverage for dependents
- Company-paid short-term and long-term disability insurance
- Voluntary life, critical illness, and accident coverage available
- Health Savings Accounts (HSA) – when combined with the High-Deductible Health Plan
- Employee Assistance Program and wellness resources
Retirement & Financial Wealth- 401(k) retirement plan with company match
- Paid professional development and access to financial planning and legal services
Time Off & Leave Programs- Paid Time Off (PTO) and paid holidays
Growth & Development- Professional development to support certifications, continuing education, or role related training
Community & Culture- Company events and team-building activities
We value diverse perspectives and believe that skills can be developed. If you’re passionate about this role, we want to hear from you — whether you meet every criteria or not. Your unique experiences might be exactly what we need!
IE US Operations Inc., the employing entity and proud member of the IREN group is an equal opportunity employer that is committed to creating an inclusive workplace. We are committed to evaluating qualified applicants and do not discriminate against protected characteristics under applicable legislation.
By applying for this position and submitting your resume and application materials, you consent to the processing of your personal information in accordance with our Job Applicant Privacy Statement available on our website at
www.iren.com.