A service manager is responsible for overseeing the delivery of high-quality services to clients or customers. The service manager will oversee a team of service professionals and ensure that the team meets or exceeds customer expectations. Hire, train, and review performance with team, develop and implement service policies and procedures to ensure consistency and quality across the team. Will monitor and analyze service metrics, such as customer satisfaction, response time, and resolution time, and make recommendations for improvement. Coordinate with other departments, such as sales and marketing, to ensure that service delivery is aligned with company goals and objectives. Develop and manage service budgets, including forecasting and tracking expenses as well as identify and implement new technologies or processes to improve service delivery. Responsible for handling escalated customer complaints and ensure timely resolution.
Conduct regular performance reviews and provide coaching and mentoring to service team.
Requirements:
Bachelor's degree in a relevant field, such as business or management
3+ years of experience in service management or a related field
Strong leadership and people management skills
Excellent communication and interpersonal skills
Analytical and problem-solving skills
Customer-focused mindset
Ability to relocate will accelerate promotion capability into a General Manager role