A service manager is a professional responsible for overseeing the delivery, quality, and management of services within an organization, ensuring that customer needs are met efficiently and effectively.

Core Responsibilities

• Managing customer service teams, setting service goals, and monitoring performance.

• Developing policies for customer interactions and handling escalated complaints.

• Managing service lifecycle activities, including launch, improvement, and sunset phases.

• Ensuring adherence to service level agreements (SLAs), managing vendor relations, and maintaining the service catalog.

• Analyzing service metrics, incident reports, and feedback for continuous improvement.

Industry Variability

The specific duties of a service manager can vary across industries and organizations. In some cases, they also handle operational, financial, and strategic aspects, acting as a key link between the organization and its clients.

Summary

Overall, a service manager plays a pivotal role in delivering excellent customer experiences, optimizing service processes, and ensuring organizational goals related to service quality are met.