Service Manager

Job description

In this role, you will be responsible for managing service delivery, client relationships, and ensuring that SLAs are met while consistently improving processes and customer satisfaction.

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Requirements:

• Bachelor’s degree in IT, Economics, Life Science, Healthcare, Pharmacy, or related field;

• Solid understanding of IT Service Management (ITSM) principles and experience working within the service delivery lifecycle;

• 3+ years of experience in managing IT service delivery or service management roles;

• Experience with Salesforce or another CRM system is a plus;

• Familiarity with CRM business processes and service-oriented architectures;

• Strong experience with service management tools like Jira, Confluence, or other service delivery platforms;

• Excellent communication, organizational, and customer relationship management skills;

• Ability to manage expectations, resolve issues efficiently, and improve overall service quality;

• Strong analytical skills to monitor service performance and drive continuous improvement;

• Proficiency in English (C1 level).
  
  

Nice to have:

• CAPM or more advanced PM certification;
• Russian language on B2/C1 level.

Responsibilities:

• Oversee and manage multiple service engagements throughout their lifecycle, ensuring effective planning, execution, and post-go-live support;

• Ensure high-quality service delivery in line with agreed SLAs, KPIs, and customer expectations;

• Serve as the main point of contact for clients, managing their expectations, handling escalations, and ensuring timely resolution of issues;

• Develop and implement service improvement plans, identifying areas for enhancement in service delivery and customer experience;

• Collaborate with internal teams (e.g., operations, support, and technical teams) to ensure smooth service operations;

• Manage resource allocation, service capacity, and operational efficiency to meet business and client needs;

• Continuously monitor service performance, analyze metrics, and provide regular reports to senior management on service levels, issues, and improvement initiatives;

• Support pre-sales efforts by collaborating with the sales and consultancy teams to understand customer needs and offer appropriate service solutions;

• Evaluate alternative IT solutions and help clients optimize business value from service engagements;

• Train and mentor consultants and service teams on best practices, process optimizations, and client engagement strategies.

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What We Offer:

• Contract Type: B2B contract with opportunities for long-term stability and growth;

• Competitive Compensation: Regular reviews to ensure market-aligned compensation;

• Generous Time Off: 20 paid vacation days, 15 paid sick days (with a doctor’s note), and an additional 5 personal days;

• Comprehensive Health Coverage: Medical insurance to support your well-being;

• Professional Development: Opportunities for growth through webinars, conferences, trainings, and more;

• Annual Performance Review: Yearly evaluations to assess progress, recognize contributions, and plan for future development.

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