Sr Service Manager

About Us: Target is one of the world’s most recognized brands and a leading U.S. retailer. Behind the experiences our guests love is a technology organization focused on innovation, reliability, and delivering seamless experiences across stores, digital channels, supply chain, and enterprise platforms. Target Tech plays a critical role in helping Target deliver on our purpose: to help all families discover the joy of everyday life—wherever and however they shop. As part of the  Reliability and Response Management team , you will help protect the reliability and resilience of Target’s technology ecosystem by leading the response to significant and major technology incidents. Pyramid Overview: Infrastructure The Infrastructure organization designs, delivers, and operates foundational technology platforms and services across Target, ensuring operational excellence, cost efficiency, and seamless technology experiences. Reliability Within Infrastructure, the Reliability organization strengthens technology resilience by embedding prevention, rapid recovery, and continuous learning into how we build and operate technology. Our Reliability Teams Reliability brings together specialized teams across Response Management , Reliability Engineering (Tools & Observability), Disaster Recovery , IT Service Management (ServiceNow Platform) , and Reliability Product to drive operational stability, service excellence, and continuous improvement across Target Tech. About the Role: As a  Sr Service Manager– Major Incident Management , you will lead the end-to-end response to high-impact technology incidents affecting Target’s guests, team members, operations, and business capabilities. You will serve as the central point of coordination during major incidents, bringing together engineering, infrastructure, product, operations, and business teams to rapidly assess impact, establish priorities, drive decisions, and restore services. This role requires strong leadership under pressure, technical curiosity, excellent judgment, and the ability to turn complex and rapidly changing information into clear actions and communications. Beyond incident response, you will help strengthen Target’s overall reliability by identifying recurring patterns, facilitating effective incident retrospectives, and partnering with teams to improve response practices and reduce future business impact. Core Responsibilities As a Response Manager, you will: • Lead major incident response  from detection and assessment through mobilization, mitigation, service restoration, and closure. • Establish command and control  during significant incidents by defining priorities, coordinating responders, maintaining focus, and driving the incident toward resolution. • Assess business and technology impact  to ensure incidents are appropriately prioritized and escalated. • Drive timely decision-making  by identifying blockers, clarifying ownership, escalating when necessary, and maintaining momentum throughout the response. • Coordinate cross-functional response teams  across engineering, infrastructure, networking, cloud, product, operations, and other technology and business partners. • Maintain situational awareness  by continuously gathering, validating, and synthesizing technical and business information throughout an incident. • Deliver clear incident communications  that provide stakeholders and leaders with timely, accurate, and actionable information. • Facilitate incident bridges and response channels , ensuring discussions remain structured, focused, and aligned to restoration priorities. • Lead effective transitions and handoffs  during extended incidents to maintain continuity and response quality. • Identify incident trends and systemic risks  using opera