Service Manager

Job description

In this role, you will be responsible for managing service delivery, client relationships, and ensuring that SLAs are met while consistently improving processes and customer satisfaction.

‍

Requirements:

• 2+ years of experience in IT service delivery or service management roles;

• Solid understanding of the IT service lifecycle and modern delivery models;

• Proven ability to manage SLAs, track KPIs, and report on service performance;

• Strong communication, organizational, and client relationship management skills;

• Skilled in expectation management, efficient issue resolution, and driving service quality improvements;

• Analytical mindset with a focus on process optimization and continuous improvement;

• Ability to manage multiple concurrent service engagements effectively;

• Good working knowledge of ITIL principles;

• Familiarity with CRM business processes and service-oriented architectures;

• Hands-on experience with service management tools such as Jira, Confluence, or similar platforms;

• Experience with Salesforce or another CRM system is a plus;

• Proficient in English (C1 level);

Nice to have:

• CAPM or more advanced PM certification.

‍

Responsibilities:

• Oversee and manage multiple service engagements throughout their lifecycle, ensuring effective planning, execution, and post-go-live support;

• Ensure high-quality service delivery in line with agreed SLAs, KPIs, and customer expectations;

• Serve as the main point of contact for clients, managing their expectations, handling escalations, and ensuring timely resolution of issues;

• Develop and implement service improvement plans, identifying areas for enhancement in service delivery and customer experience;

• Cooperate with internal teams (e.g., operations, support, and technical teams) to ensure smooth service operations;

• Manage resource allocation, service capacity, and operational efficiency to meet business and client needs;

• Continuously monitor service performance, analyze metrics, and provide regular reports to senior management on service levels, issues, and improvement initiatives;

• Support pre-sales efforts by partnering with the sales and consultancy teams to understand customer needs and offer appropriate service solutions;

• Evaluate alternative IT solutions and help clients optimize business value from service engagements;

• Train and mentor consultants and service teams on best practices, process optimization, and client engagement strategies.

‍

What We Offer:

• 20 days of paid vacation, 15 paid days of sick leave with a doctor's note, and 5 days of paid sick leave without a doctor's note;

• Medical insurance coverage for employees (depending on the location);

• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);

• Regular team-building opportunities as well as bi-annual company-wide events;

• Flexible work environments, including in-office, remote, or hybrid, based on employee preference and manager approval.

‍