Service Manager
Core
Lead service operations team to deliver high-quality services, manage SLAs/KPIs, and ensure customer satisfaction.
Role type
Service Manager
Builds
Service delivery operations for clients
Domain
IT Services / Digital Transformation
Deliverable
client delivery
Required skills
Team leadership, SLA/KPI management, escalation handling, process improvement, budget management, vendor management, ITSM tools proficiency
Preferred skills
ITIL certification
Technologies
ServiceNow, Zendesk, Jira
Responsibilities
Lead and manage the service team to deliver high-quality services on time; Monitor SLAs and KPIs and ensure service targets are met; Handle escalations and support the resolution of critical customer issues; Improve service processes and define standard procedures; Manage service budget, resources, and external vendors; Analyze customer feedback and drive improvement actions
Seniority
Mid-Senior, hands-on IC