Service Manager
Responsibilities
Manage network services lifecycle, performance, governance, and continuous improvement. Act as primary link between business, vendors, and delivery teams. Create and maintain service roadmaps. Ensure service availability and performance according to SLAs. Monitor KPIs, SLAs, and XLA. Manage stakeholder and vendor relationships. Handle budget, forecasts, cost tracking, and financial reporting. Ensure compliance with security, GDPR, and export control. Drive continuous improvement through automation and operational enhancements.
Required skills
Academic degree in relevant field. 3–7 years of experience in Service Management, IT Operations, Infrastructure Services, or Network Services. Experience with Service Management and ITSM principles. Experience with vendor, contract, and governance management. Experience with portfolio management. Experience with financial planning, budgeting, and reporting. Experience monitoring service performance via KPIs and SLAs. Fluent English (spoken and written). Strong stakeholder management and communication skills. High delivery capability and result focus. Analytical with good problem-solving skills. Proactive, structured, and goal-oriented. Ability to handle risks, conflicts, and competing priorities. Collaborative with ability to build relationships and influence.
Preferred skills
Experience working in large corporate environments with outsourced delivery models.