Job Description

Role Overview

The Service Manager ensures the delivery of high-quality, reliable customer support operations. This role oversees daily service performance, ensures SLA adherence, and drives continuous improvement through root cause elimination, process optimization, and operational excellence .

Key Responsibilities

• Oversee daily support operations, ensuring service levels and customer expectations are consistently met.
• Monitor KPIs such as response time, resolution time, backlog, and CSAT; act on trends and exceptions.
• Develop, document, and enforce standard operating procedures (SOPs) and escalation paths.
• Partner with the Project Manager to implement process improvements and automation initiatives.
• Collaborate with the Account Managers to address customer feedback and strengthen service performance.
• Coach and develop team leads and senior support staff to improve productivity and service quality.
• Conduct service reviews and performance reporting for leadership and key customers.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in customer support/service delivery, including 2+ years in a leadership capacity.
• Strong grasp of service management frameworks (ITIL, Lean, etc.).
• Proven track record in driving process improvement and operational excellence.
• Excellent analytical, coaching, and communication skills.
• Proficiency with service management tools (Zendesk, ServiceNow, or equivalent).

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