NetJets IT Service Management Manager

About NetJets

Founded in 1964 and part of Berkshire Hathaway since 1998, NetJets is a leader in private aviation, renowned for pioneering fractional aircraft ownership. Serving a discerning international clientele, the company combines personalised service with a rigorous commitment to safety and operational excellence. As an employer, NetJets brings together pilots, maintenance specialists, operations professionals and client service teams, whose expertise underpins every journey. Its working environment places a premium on precision, discretion and collaboration, offering careers at the intersection of aviation and luxury service. For professionals drawn to exacting standards, NetJets represents an opportunity to contribute to a highly specialised, service-led business.

NetJets seeks an IT Service Management Manager to lead its Service Desk and Application Support functions, develop approximately 20 technical contributors, and drive service quality and continuous improvement across a global 24x7x365 operation. The role oversees customer experience, service delivery, budgeting, vendors, procurement, and operational planning.

Role & Responsibilities

• Lead and inspire the Service Desk and Application Support teams to deliver exceptional customer experiences that exceed expectations and uphold NetJets’ service culture.
• Build a high-performing, service-oriented culture grounded in trust, psychological safety, accountability, continuous learning, and teamwork.
• Develop approximately 20 technical contributors, team leads, and contractors through coaching, mentoring, career development programs, and individual development plans.
• Empower team members to solve problems, take ownership, and deliver meaningful customer outcomes.
• Ensure Service Support teams are staffed and scheduled to support a global 24x7x365 operation while maintaining high service quality.
• Lead continuous improvement initiatives focused on customer satisfaction, service effectiveness, knowledge sharing, operational efficiency, and employee experience.
• Represent Service Support priorities, risks, opportunities, and strategic initiatives as a member of the Infrastructure Services & Operations leadership team.
• Use data, reporting, and customer feedback to identify trends, measure service health, and improve support delivery and user experience.
• Partner with IT leaders and business stakeholders to strengthen relationships, understand business needs, and proactively improve services that enable employee success.
• Collaborate with Corporate Communications and business partners on customer communications, service awareness initiatives, and customer satisfaction programs.
• Ensure Service Desk and Application Support teams participate in major incidents, problem management, change management, and continual service improvement activities.
• Manage annual budgeting, vendor relationships, procurement, and operational planning for Service Support services and technologies.
• Represent Service Support in enterprise projects and strategic initiatives, integrating customer experience and support readiness throughout project lifecycles.

Qualifications

• Demonstrated ability to build, lead, and sustain a customer-centric service organization focused on exceptional experiences and business outcomes.
• Experience developing high-performing teams through coaching, mentorship, servant leadership, and intentional culture building.
• Strong understanding of service excellence, customer experience management, and the relationship between employee experience and customer satisfaction.
• Ability to create a culture of trust, collaboration, and psychological safety that empowers team members to contribute, innovate, and grow.
• Leadership demonstrated through influence, authenticity, accountability, and service to others, rather than reliance solely on positional authority.
• Experience managing and improving customer satisfaction, Voice of Customer programs, service metrics, and continuous improvement initiatives.
• Excellent communication and relationship-building skills, with the ability to engage effectively with executives, peers, team members, vendors, and business stakeholders.
• Demonstrated success leading through organizational change while maintaining engagement, alignment, and a positive team culture.
• Strong knowledge of ITIL principles, including Incident, Major Incident, Problem, Knowledge, Request, and Service Level Management.
• Ability to balance operational excellence, technical execution, employee development, and customer experience priorities.
• Experience leading global support organizations in a 24x7x365 environment across multiple geographies and business functions.
• Passion for developing people, creating meaningful customer experiences, and advancing a culture of continuous improvement.

Skills

Experience

10+ years of experience

Education

Associate degree; bachelor's degree in a related field.

Workplace

Benefits

Medical, dental, and vision benefits, including no-cost options; healthcare advocacy; Employee Assistance Program; Flexible Spending Accounts; Health Savings Account with annual employer contribution; wellness programs and discounts; paid time off; parental leave; life and accident insurance; voluntary financial protection benefits; 401(k) plan with a 67% match on standard elective deferral and catch-up contributions (super catch-up contributions are not eligible for the employer match); short- and long-term disability; legal plan; identity theft protection; pet insurance; and family and caregiving support.

Culture

NetJets’ workplace culture is shaped by the exacting demands of private aviation, with safety, operational precision and discreet, personalised service at its core. Its environment calls for close collaboration among flight crews, operations teams and client-facing professionals, combining technical expertise with the responsiveness expected by a discerning international clientele.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.