Service Manager
Posted Updated
Inetum is looking for an experienced Service Manager to lead our service operations team. You will be responsible for service delivery, team management, and customer satisfaction. This role requires strong leadership, good communication skills, and a focus on continuous improvement.
Key Responsibilities
- Lead and manage the service team to deliver high-quality services on time
- Monitor SLAs and KPIs and ensure service targets are met
- Handle escalations and support the resolution of critical customer issues
- Improve service processes and define standard procedures
- Work closely with Sales, Product, and Technical teams
- Plan team schedules, workload, and performance reviews
- Analyze customer feedback and drive improvement actions
- Manage service budget, resources, and external vendors
- Keep service documentation and reports up to date
- At least 4 years of experience as a Service Manager or similar role
- Degree in Business, IT, Engineering, or related area
- Experience managing teams (5+ people)
- Experience with ITSM tools (ServiceNow, Zendesk, Jira, etc.)
- Strong English and Spanish skills (written and spoken)
- Knowledge of ITIL (certification is a plus)
- Good leadership, communication, and problem-solving skills
- Customer-focused mindset and ability to work under pressure