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Senior Service Manager Engineer

Dashlane

Dashlane

New York, NY, USA
Posted on Thursday, May 23, 2024

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 team:

Our Service Management team is part of the Engineering department and is committed to delivering exceptional service to internal and external stakeholders, by providing tools, processes, and communication strategies for the day-to-day support of our products.

About the role:

We are looking for a technically-strong Service Manager with exceptional communication skills to streamline processes between our Customer Success and Engineering Teams, ensuring seamless service delivery for our Customers. This is an exciting opportunity to be part a newly formed team that embraces innovation and experimentation. This role offers the opportunity to interface with all levels of the organization and have a significant impact across multiple teams and business functions.

Location:

You will be based in New York, NY. 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 of your choice.

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:

  • 4+ years of experience interfacing between Customer Experience and Engineering Teams
  • Experience working in a scale-up/start-up organization
  • Experience working at a B2B SaaS Organization

We're also looking for:

  • 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
  • ITIL certifications are a plus
  • Experience with ServiceNow

Salary Range: 140,000 - 165,000 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.

What Dashlane offers you:

  • Mental health services through Spring Health and well-being days
  • Mentorship program - select your mentor from our internal pool and continue your learning path!
  • Comprehensive health coverage, including dependents
  • Unlimited PTO
  • Betterment 401(k) retirement plan
  • Paid holidays and sick leave
  • Donation matching program - give back to the community and support actions that lead to positive social impact under the historically marginalized communities.
  • Every donation will be matched by Dashlane, up to $500 per year
  • Weekly lunch in the office and monthly happy hour
  • Team buildings & seasonal social events and many more

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.