Service Manager

Job Overview

The Service Manager supports post-sale customer relationships by handling operational coordination, issue intake, and early identification of customer risks. This role ensures customer requests are triaged and routed to internal teams while maintaining clear communication and accountability through resolution. It involves close collaboration with account management and technical teams to promote service stability and timely issue escalation, contributing to customer retention without involvement in sales or commercial contracting.

Responsibilities

• Provide operational oversight for assigned customer accounts and build trust through responsiveness and follow-through.
• Serve as the primary intake point for operational requests, routing them to appropriate internal teams and tracking progress to resolution.
• Monitor accounts for signs of dissatisfaction or service issues and escalate concerns using defined processes.
• Participate in escalation forums and coordinate with cross-functional teams on renewals, risk assessment, and leadership updates.
• Maintain accurate documentation, ensure clear communication with customers and teams, and demonstrate operational discipline.

Qualifications

• Bachelor’s degree or equivalent in a technical, business, or related field preferred, but relevant experience in customer-facing service or operations roles in technology or managed services is considered.
• Demonstrated experience owning post-sale customer relationships and identifying/escalating risks, including handling difficult conversations.
• Strong relationship management skills with accountability, transparency, and follow-through.
• Working knowledge of managed services environments, including networking, connectivity, cloud platforms like Microsoft 365, and security concepts.
• Ability to interpret technical issues conceptually, coordinate across internal teams, and provide concise written/verbal updates.