Job Description

We are seeking a dynamic and experienced Service Manager to lead our service delivery team across multiple locations. This role is critical to ensuring high-quality service delivery, operational efficiency, and exceptional customer satisfaction within our Managed Services division. The ideal candidate will be a strategic thinker with a hands-on approach to managing people, processes, and performance. Key Responsibilities

• Lead and manage a geographically distributed Service Delivery Team, ensuring alignment with organizational goals and client expectations.
• Oversee resource allocation, workload balancing, and timesheet approvals to maintain operational efficiency.
• Monitor and ensure compliance with Service Level Agreements (SLAs) and performance metrics.
• Collaborate with the Operations leadership team to identify and implement service improvements, contribute feedback to strategic initiatives, and champion process excellence.
• Serve as a primary point of contact for client interactions, fostering strong relationships and ensuring satisfaction.
• Drive creative thinking and innovation to enhance the end-user experience and streamline service delivery.
• Develop, implement, and maintain policies and procedures that support scalable and consistent service operations.
• Collaborate with cross-functional teams including Sales, Engineering, and Project Management to support client needs and internal initiatives.
• Provide regular reporting on team performance, client satisfaction, and operational KPIs.

• Proven experience in a Service Manager or similar leadership role within a Managed Service Provider or IT services environment.
• Strong understanding of ITIL practices, service delivery frameworks, and SLA management.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage remote teams and multi-site operations.
• Experience with policy development, process improvement, and change management.
• Proficiency in service management tools and platforms (e.g., Autotask, ConnectWise, etc.).

• Hybrid role with a requirement to be in the office at least 3 days per week.
• Fast-paced, collaborative, and client-focused environment.

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