Job Description
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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