Service Manager

at  Customertimes

We are seeking a dedicated Service Manager to oversee and manage multiple service engagements, ensuring the seamless delivery of ongoing services and support to clients.
Type:
Full-time
Remote
Job ID:
JR-45785
Technologies:
Salesforce

JOB DESCRIPTION

In this role, you will be responsible for managing service delivery, client relationships, and ensuring that SLAs are met while consistently improving processes and customer satisfaction.‍

REQUIREMENTS:

• Bachelor’s degree in IT, Economics, Life Science, Healthcare, Pharmacy, or related field;
• Solid understanding of IT Service Management (ITSM) principles and experience working within the service delivery lifecycle;
• 3+ years of experience in managing IT service delivery or service management roles;
• Experience with Salesforce or another CRM system is a plus;
• Familiarity with CRM business processes and service-oriented architectures;
• Strong experience with service management tools like Jira, Confluence, or other service delivery platforms;
• Excellent communication, organizational, and customer relationship management skills;
• Ability to manage expectations, resolve issues efficiently, and improve overall service quality;
• Strong analytical skills to monitor service performance and drive continuous improvement;
• Proficiency in English (C1 level).

Nice to have:

• CAPM or more advanced PM certification;
• Russian language on B2/C1 level.

• Oversee and manage multiple service engagements throughout their lifecycle, ensuring effective planning, execution, and post-go-live support;
• Ensure high-quality service delivery in line with agreed SLAs, KPIs, and customer expectations;
• Serve as the main point of contact for clients, managing their expectations, handling escalations, and ensuring timely resolution of issues;
• Develop and implement service improvement plans, identifying areas for enhancement in service delivery and customer experience;
• Collaborate with internal teams (e.g., operations, support, and technical teams) to ensure smooth service operations;
• Manage resource allocation, service capacity, and operational efficiency to meet business and client needs;
• Continuously monitor service performance, analyze metrics, and provide regular reports to senior management on service levels, issues, and improvement initiatives;
• Support pre-sales efforts by collaborating with the sales and consultancy teams to understand customer needs and offer appropriate service solutions;
• Evaluate alternative IT solutions and help clients optimize business value from service engagements;
• Train and mentor consultants and service teams on best practices, process optimizations, and client engagement strategies.‍