Customer Incident & Change Manager
$85,000–$105,000 year
On-site · Coppell, Texas, United States
Job Summary
This role focuses on managing incident and change processes to ensure seamless service delivery and operational stability for customers. You will coordinate major incident resolution across internal teams and vendors, track SLA performance, and drive timely issue resolution. You will also support change management by assessing risks, coordinating change execution, and helping teams adopt new processes and technologies. The ideal candidate is a strong communicator, highly organized, and thrives in a fast-paced, customer-focused technology environment. Responsibilities include incident management, ensuring efficient handoffs between resolution teams, reporting on major incidents and SLA adherence, fostering partnerships with service delivery teams, developing metrics, and leading change management activities such as impact assessments, change adoption, and leadership communications. Qualifications emphasize ITIL principles, multi-vendor governance, and experience with IT service delivery, with a preference for ITIL certification beyond foundation level and knowledge of Genesys applications.
Required Qualifications
- High school diploma/GED with 4 years of experience
- Associate's degree with 2 years of experience
- Bachelor's degree required
- ITIL certification preferred or gained within 6 months of employment
- 1 years of IT service delivery management experience preferred
- Governing incident management process in multi-vendor environment preferred
- Knowledge of Genesys applications preferred
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