Service Manager

Role Overview

• Oversee and manage IT service delivery for Microsoft Business Applications, ensuring alignment with client needs and industry best practices.
• Maintain high-performing service delivery as defined in the client contract.
• Coordinate with internal teams (application support, development, infrastructure) and clients for seamless service execution.
• Uphold and manage service level agreements (SLAs) and key performance indicators (KPIs) to drive efficiency and effectiveness.
• Manage day-to-day client engagement, ensuring SLA adherence and acting as a point of escalation.
• Be accountable for service quality, performance, and continuous adherence to agreed metrics.
• Act as the primary client liaison, cultivating strong, professional relationships to ensure satisfaction and retention.
• Own client communications and coordinate interactions between various internal and external stakeholders.
• Maintain strong stakeholder engagement through regular, transparent updates and feedback loops.
• Coordinate support resources, manage workloads, and prioritize tasks to ensure timely resolution of service requests and change management.
• Take ownership of major incidents, ensuring effective coordination, communication, and post-incident reviews.
• Drive continuous service improvement initiatives across teams, identifying opportunities for process optimization and enhanced delivery.
• Lead customer and internal service review meetings to evaluate performance, share improvements, and align on future actions.
• Collaborate with clients to understand evolving business requirements.
• Provide strategic guidance and recommendations that enhance service delivery and uncover managed service growth opportunities.

Requirements

• Proven experience in Service Management or similar role within a Managed Services environment, with a focus on Microsoft Business Applications
• Understanding or experience working with ITIL framework
• Strong organizational skills with the ability to manage multiple priorities and client accounts simultaneously
• A strong dedication to ensuring client satisfaction and delivering value to clients
• A passion for people and creating an environment that delivers exceptional customer experiences
• The ability to engage others through putting the needs of the team first while balancing client priorities
• Self-motivated and able to work autonomously and as a team member

Benefits

• Flexible work arrangements
• Professional development opportunities