We are seeking a Service Manager who will oversee service operations, ensure customer satisfaction, and lead a team to deliver high-quality support and maintenance services. This role focuses on operational excellence, process improvement, and team leadership.
Position Responsibilities
Service Operations Management
- Oversee day-to-day service activities, ensuring efficiency and adherence to service standards.
- Develop, implement, and monitor service processes and procedures.
- Manage service schedules, resources, and budgets to meet operational goals.
Team Leadership & Development
- Lead, mentor, and coach service staff to ensure high performance and professional growth.
- Conduct performance evaluations and support employee development initiatives.
- Promote a culture of accountability, collaboration, and continuous improvement.
Customer Relationship Management
- Serve as the primary point of contact for key clients regarding service delivery.
- Address customer inquiries, concerns, and escalations in a timely manner.
- Foster strong customer relationships to ensure satisfaction and repeat business.
Quality Assurance & Compliance
- Monitor service quality, ensuring compliance with company policies and industry standards.
- Identify areas for process improvements and implement corrective actions.
- Maintain accurate service records, reports, and documentation.
Reporting & Continuous Improvement
- Prepare regular operational reports for senior management.
- Analyze service performance metrics and recommend improvements.
- Support strategic initiatives to enhance service efficiency and customer experience.
Prerequisites
Education
- Bachelor’s degree in Business, Engineering, or a related field preferred.
Experience
- 3+ years of experience in service management or a related operational leadership role.
- Proven experience in leading teams and managing service operations.
- Familiarity with service processes, quality standards, and customer relationship management.
Technical Skills
- Strong organizational, analytical, and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Proficiency with service management tools and software.
Other Requirements
- Ability to manage multiple priorities and meet deadlines.
- Strong leadership and team-building capabilities.
- Willingness to occasionally travel to service locations or client sites.
Certifications (Preferred, but Not Required)
- ITIL Foundation or related service management certification
- PMP or project management certification
- Leadership or management development programs
What the Role Offers
- Opportunity to lead a dynamic service team and influence service operations.
- Competitive compensation range of $70,000–$105,000.
- Professional development opportunities and exposure to operational leadership.
- Collaborative work environment focused on quality, efficiency, and customer satisfaction.
Why South Boston?
South Boston offers access to a skilled workforce, proximity to regional industry partners, and a balanced urban-coastal lifestyle that supports both professional and personal growth.