Service Manager

About the Role

As a CBRE Service Manager, you are accountable for the health, performance, stability, and continuous improvement of assigned technical support services. You provide operational leadership, strategic direction, client relationship management, and service ownership to ensure delivery of contractual commitments and client expectations.

Through influence, accountability, and collaboration, you lead cross‑functional teams, drive service excellence, manage operational risk, and foster high‑performing teams. Service Managers are expected to remain hands‑on when needed, supporting critical operational needs while developing team capability and ensuring sustainable service delivery.

• Serve as the accountable leader for service outcomes, customer satisfaction, operational performance, team effectiveness, and risk management.
• Maintain an enterprise view of service delivery while providing leadership across multiple support teams, vendors, stakeholders, and geographies. Lead through influence to establish accountability, alignment, and execution.
• Establish a culture of ownership, accountability, collaboration, continuous improvement, and customer focus.
• Make timely and informed decisions during service disruptions, operational challenges, and competing priorities while balancing client needs, business objectives, contractual commitments, and team capacity.
• Build, develop, and maintain a high‑performing support organization through coaching, mentoring, performance management, and knowledge sharing.
• Set clear expectations, define roles and responsibilities, provide regular feedback, and hold team members accountable for performance and service delivery standards.
• Foster psychological safety, collaboration, and professional growth while cultivating a culture of ownership and operational excellence.
• Participate in staffing activities including hiring support, onboarding, succession planning, workforce planning, and training initiatives to ensure service sustainability.
• Ensure work is distributed effectively across the team and that resources are aligned with business priorities and client commitments.
• Drive achievement of 95% (or higher) service level agreement (SLA) compliance, line of business key performance indicators (KPIs), and customer satisfaction targets.
• Monitor service health through performance metrics, trends, customer feedback, risk assessments, and operational reviews.
• Identify, prioritize, and lead continuous improvement initiatives that enhance service quality, improve customer experience, reduce risk, increase efficiency, and optimize operational costs.
• Ensure standard operating procedures, documentation, knowledge articles, and governance processes are maintained, accurate, and consistently followed.
• Proactively identify operational risks, resource constraints, service gaps, and process deficiencies and implement corrective actions to mitigate impact.
• Serve as the primary client‑facing representative and trusted advisor for assigned services. Manage relationships with clients, account teams, and internal stakeholders to support business objectives and service success.
• Act as the ultimate owner of service escalations, coordinating resolution efforts, communicating status updates, driving stakeholder alignment, and ensuring issues are resolved effectively and professionally.
• Translate client objectives, business priorities, and service performance data into actionable service strategies and improvement opportunities.
• Lead service reviews, operational reviews, and business reviews, providing meaningful insights and recommendations supported by data and performance metrics.

• Bachelor’s Degree preferred with 5–8 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Demonstrated success leading technical support, service delivery, professional services, or customer‑facing operational teams.
• Advanced proficiency in Microsoft Office Suite including Word, PowerPoint, Excel, and Outlook.
• Comfort with exposure to new technology at a high level and the ability to coordinate with technical experts on behalf of the…