Service Manager, Manager
Core
Lead a team to resolve high-severity, complex customer escalations and drive organizational transformation and scalable service delivery improvements.
Role type
Senior Service Manager (People Management & Escalation)
Builds
Customer architectural stability, operational health, and continuous process improvements
Domain
Technology industry customer service and service delivery
Deliverable
client delivery
Required skills
Team leadership and coaching, Strategic cross-functional relationship building, Complex case resolution, Process improvement project leadership, Vendor relationship management, C-suite stakeholder engagement, Change management
Preferred skills
Cultural and business transformation capabilities, AI integration in workflow
Technologies
None stated
Responsibilities
Enable team members to operate in service delivery details by unblocking and facilitating, Manage resolution of highly sensitive and reputational customer issues, Provide expert direction for handling complex cases to drive operational health, Oversee relationships with outsource vendors, Liaise between team members and senior leaders on incident resolution, Direct line management responsibility including performance management and career development
Seniority
Senior, hands-on IC with people management
