Service Manager

Role Overview

The Service Manager is responsible for ensuring high service quality delivery to enterprise and corporate customers by managing service performance, incident resolution, customer engagement, and continuous service improvement. The role acts as the bridge between customers, operations teams, and technical delivery teams.

Key Responsibilities

• Act as primary escalation point for service-related issues
• Conduct regular service review meetings (monthly / quarterly)
• Present service performance reports and improvement plans
• Manage customer expectations during incidents and maintenance
• Coordinate major incident manager and managed service Ops team during the P1 incident
• Identify service gaps (Voice of Customer) and drive improvement initiatives and bring back to discuss internally
• To ensure issues raised by customer followed up and closed.

Require...