Service Manager

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