Service Manager

Job Description

About The Role

We are seeking for experienced Service Managers, who are responsible for ensuring the successful delivery of managed services to clients by maintaining high standards of service performance, reliability, and customer satisfaction. Acting as the primary point of contact, you will coordinate client requests, oversees service delivery, manages incidents and escalations, and ensures compliance with Service Level Agreements (SLAs).

This role requires excellent stakeholder management, strong organizational skills, and the ability to coordinate cross-functional teams in a fast-paced environment while balancing multiple priorities.

Duties And Responsibilities

Service Delivery

• Manage end-to-end delivery of managed services for assigned clients.
• Ensure services meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor service performance and identify opportunities for continuous improvement.
• Ensure timely resolution of client requests, incidents, and service issues.
  
  

Client Relationship Management

• Serve as the primary point of contact for clients regarding ongoing services.
• Build and maintain strong, long-term client relationships.
• Conduct regular service review meetings and provide service performance updates.
• Proactively manage client expectations and communicate progress on requests and incidents.
  
  

Incident & Request Management

• Monitor incoming service requests and incidents through JIRA or similar ticketing systems.
• Prioritize, assign, and coordinate tickets among engineering teams based on urgency, SLA commitments, and team capacity.
• Coordinate the resolution of high-priority incidents while ensuring effective communication with all stakeholders.
• Escalate critical issues appropriately and follow through until closure.
  
  

Operational Coordination

• Collaborate with Engineering, Development, Design, QA, and Operations teams to ensure seamless service delivery.
• Balance competing client priorities while maintaining operational efficiency.
• Support resource planning by considering team availability and workload distribution.
• Maintain accurate service documentation and reporting.
  
  

Continuous Improvement

• Identify recurring service issues and recommend process improvements.
• Contribute to improving operational workflows, ticket management, and service delivery standards.
• Support the development of best practices for managed services operations.
  
  

Essential

• Bachelor's degree in IT, Computer Science, Business Information Systems, or a related field.
  
  

Experience

• Minimum 3 years of experience in IT Service Management, IT Operations, or Project Coordination within a digital agency or technical services environment.
• Experience managing clients in a technology or digital services environment.
• Experience with and understanding of;
• Atlassian services / (Service) JIRA
• Managed services, service level agreements, and the digital product delivery lifecycle
  
  

Skills And Competencies

• Excellent English communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Ability to prioritize multiple requests in a fast-paced environment.
• Proven problem-solving abilities, with experience in managing complex incidents and ensuring timely resolutions.
• A proactive, service-oriented mindset, always seeking to enhance client satisfaction and service quality.
• A passion for technology and digital experiences, with a strong understanding of how digital products and services come together to deliver value.
  
  

Good to Have

• Experience in a Managed Services Provider (MSP) or digital agency.
• Experience working with international clients.
  
  

Work hours

• This is a 24/7 on-call role. You'll be rostered for weekends, public holidays, and overnight shifts on rotation using PagerDuty or equivalent on-call tooling.
• You will be working on three shifts on a rotation basis, 8 hours per day (Morning Shift- 6 AM to 2 PM/ Evening Shift: 2 PM to 10 PM/Night Shift: 10PM to 6 AM) - non-negotiable