What Are the Career Paths or Role Progressions Available in Service Operations?

Help needed. What Are the Career Paths or Role Progressions Available in Service Operations?


Below are the roles can be opted based on experience you have with operations.

Service Desk Technician/Agent
Security Analyst
Incident Manager
IT Operations Manager


Service operations offer several jobs in any service provider organization.

The service desk, followed by request fulfilment and access management, is considered a junior-level role in progression.

The next level hierarchy in service operations is an incident manager, followed by a problem manager.

Incident management is placed above problem management in some organizations, as incidents are critical to problems.

Incident management roles are broken down into incident managers and major incident managers. The major incident managers are seasoned specialists with 10+ years of ITIL experience.

Although change management comes under service transition, the roles are considered service operations for most practical purposes. Change manager roles are treated similarly to the problem manager’s roles.


The technical IT roles are as below: (Some are under service design processes too)

  • An availability manager should understand the technicalities of service, infrastructure, and applications involved.

  • An information security manager must have additional IT security-related certifications like CISA to be effective.

  • In service operations, the event manager also plays a technical role rather than a management role.

  • Other functions include the release manager, capacity manager, and IT service continuity manager.