Manager Service Management
Core
Ensure services meet SLAs/KPIs, supervise service management professionals, and coordinate support for clients.
Role type
Manager Service Management
Builds
Service delivery processes and client support operations
Domain
IT Service Management
Required skills
SLA/KPI management, team leadership, process improvement, incident management, resource coordination, reporting
Preferred skills
Advanced degree, PMP certification, ITIL certification
Responsibilities
Monitor service performance against SLAs, supervise team productivity, engage with clients for feedback, collaborate on process improvements, manage incidents and escalations, maintain service documentation, generate performance reports, coordinate resources and schedules
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