Service Manager

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.

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