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Service Management Engineer Jobs in Massachusetts

1 point system

Problem Management Engineer

Boston, MA · On-site

$112K - $146K/yr

Partner closely with Incident Management, Change Management, Resiliency/Reliability Engineering, and Service Owners * Coordinate permanent fixes through formal change processes * Work with vendors ...

Deloitte

Delivery Management Engineer III

Boston, MA · Hybrid

Engineering as a Service provides complete design, implementation, and technology operations ... You will manage small projects or workstreams of larger projects. * Product & Service Lifecycle ...

Deloitte

Delivery Management Engineer II

Boston, MA · Hybrid

$60.50 - $81/hr

Engineering as a Service provides complete design, implementation, and technology operations ... Requirements Management / Business Analysis: you will handle requirements documentation (FSDs ...

Pearson

Senior Lead, Service Management

Boston, MA · On-site

Platform Engineering -- OCTO Bring order to complexity. Govern with rigour. Make technology work ... Pearson, the world's leading learning company, is seeking a Head of IT Service Management to lead ...

Harvard University

Principal IAM Engineer

Boston, MA · On-site

$135K - $140K/yr

Serve as Service Owner and Technical Oversight Lead for HBS identity and access management ... Serve as a mentor to engineers and provide supervision of temporary resources who deliver reliable ...

Harvard University

Principal IAM Engineer

Boston, MA · On-site

$135K - $140K/yr

Serve as Service Owner and Technical Oversight Lead for HBS identity and access management ... Serve as a mentor to engineers and provide supervision of temporary resources who deliver reliable ...

Roku

Senior Identity Access Management Engineer

Boston, MA · On-site

$158K - $279K/yr

Familiarity with Microsoft 365 services: Exchange Online, Defender, Purview, Sentinel, Intune, and ... Experience in onboarding and managing enterprise applications in Azure Entra ID. * Advanced ...

MAPFRE

IT Service Management Analyst

Webster, MA · On-site

Summary The ITSM Analyst manages and continuously improves global IT Service Management processes ... Partner with engineering, operations, service owners, and platform teams to strengthen process ...

Roku

Senior Identity Access Management Engineer

Boston, MA · On-site

$158K - $279K/yr

Familiarity with Microsoft 365 services: Exchange Online, Defender, Purview, Sentinel, Intune, and ... Experience in onboarding and managing enterprise applications in Azure Entra ID. * Advanced ...

Mapfre

IT Service Management Analyst

Webster, MA · On-site

The ITSM Analyst manages and continuously improves global IT Service Management processes aligned ... Partner with engineering, operations, service owners, and platform teams to strengthen process ...

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Service Management Engineer information

What is the difference between Service Management Engineer vs Network Operations Center (NOC) Technician?

AspectService Management EngineerNOC Technician
CredentialsITIL certification, relevant technical certificationsNetwork certifications (e.g., CCNA), technical training
Work EnvironmentIT service management, client-facing, office or remoteNetwork monitoring centers, 24/7 shifts, on-site or remote
Employer & IndustryIT service providers, telecom, enterprise ITTelecom, internet service providers, large enterprise networks

Service Management Engineers focus on managing IT services, ensuring service quality, and coordinating between teams, often with a focus on processes and client needs. NOC Technicians primarily monitor network health, troubleshoot connectivity issues, and maintain network infrastructure. While both roles require technical skills and certifications, Service Management Engineers emphasize service delivery and process management, whereas NOC Technicians concentrate on network operations and troubleshooting.

Is a Service Management Engineer a good career?

A Service Management Engineer is a valuable role focused on overseeing IT service delivery, process improvement, and customer satisfaction. It often requires strong communication skills, knowledge of ITIL frameworks, and certifications such as ITIL or COBIT. The role offers opportunities for career growth in IT operations and service management fields.

What cities in Massachusetts are hiring for Service Management Engineer jobs?

Cities in Massachusetts with the most Service Management Engineer job openings:

Infographic showing various Service Management Engineer job openings in Massachusetts as of August 2026, with employment types broken down into 100% Full Time. Highlights an 90% In-person, and 10% Remote job distribution.

Problem Management Engineer

Boston, MA • On-site

1 point system
IT Services • 51 - 200 employees
Learn more about 1 point systemexternal

$112K - $146K/yr

Contractor

Re-posted 6 days ago

Job description

REQUIRED SKILLS

Problem Management Leadership

  • Lead and oversee the end‑to‑end Problem Management lifecycle, including detection, logging, classification, investigation, resolution, validation, and closure
  • Ensure problems are closed only when defined closure criteria are met, including validated resolution, preventive controls, and monitoring improvements
  • Prevent premature or superficial closure of problems by enforcing quality and evidence standards

Root Cause Analysis & Technical Oversight

  • Lead and validate structured Root Cause Analysis (RCA) using methodologies such as 5‑Whys, Fishbone, and fault‑tree analysis
  • Challenge assumptions and ensure true root causes are identified for major incidents and recurring issues
  • Review and validate the technical feasibility and effectiveness of permanent fixes

Cross‑Functional Collaboration

  • Partner closely with Incident Management, Change Management, Resiliency/Reliability Engineering, and Service Owners
  • Coordinate permanent fixes through formal change processes
  • Work with vendors and external partners to track dependencies and ensure accountability

Governance, Metrics & Reporting

  • Establish and enforce Problem Management governance and quality standards
  • Track and report on key metrics, including overdue problems, SLA compliance, recurrence trends, and systemic risks
  • Provide clear, actionable updates and insights to senior leadership and executive forums

Knowledge & Continuous Improvement

  • Maintain and improve the Known Error Database (KEDB) and Problem‑related Knowledge Articles
  • Identify opportunities for proactive problem management, automation, and improved monitoring and alerting
  • Continuously refine Problem Management processes, tools, and standards to increase effectiveness and efficiency

 

Required Qualifications

  • Strong understanding of ITIL Problem Management processes and best practices
  • Proven experience leading or performing Root Cause Analysis in complex technical environments
  • Technical background (infrastructure, applications, cloud, or enterprise platforms) sufficient to engage and challenge engineering teams
  • Hands‑on experience with ServiceNow or comparable enterprise ITSM platforms
  • Strong communication and stakeholder management skills, including executive‑level communication
  • Ability to analyze trends, identify systemic risk, and drive proactive improvements

 

Preferred Qualifications

  • ITIL Foundation certification or higher
  • Experience in large‑scale enterprise environments
  • Experience supporting Major Incident or executive outage review forums
  • Familiarity with automation, observability, and proactive problem management techniques
  • Experience working with vendors and external service providers