Scope:The Service Manager – Team Lead is responsible for leading a team of Service Managers and ensuring consistent, high-quality service delivery to customers. This role combines people leadership, service governance, and customer escalation management, while ensuring adherence to ITIL processes and White Glove Support standards. The Team Lead acts as a critical link between Service Managers, support teams, and senior leadershipWhat will you do:People Leadership & DevelopmentLead, coach, and mentor Service Managers and support associatesConduct regular 1:1s, performance check-ins, and career development discussionsSupport onboarding and ramp-up of new team membersFoster a positive, inclusive, and high-engagement team cultureDrive completion of performance reviews, career conversations, and mandatory trainingService Delivery & Operational ExcellenceOversee daily service operations to ensure SLA adherence and service qualityPrioritize workload, incidents, and escalationsAct as the first point of escalation for complex or high-risk customer issuesEnsure adherence to ITIL processesMonitor KPIs such as response time, resolution time, backlog, and OSATIncident & Major Incident GovernanceEnsure compliance with Major Incident Management (MIM) governanceConfirm timely acknowledgements and structured communicationsCoordinate bridge calls and SME participationSupport post-incident reviews and RCA deliveryCustomer & Stakeholder ManagementAct as escalation contact for customer dissatisfaction and SLA risksBridge communication between customers, teams, and leadershipReinforce White Glove Support service mindsetContinuous ImprovementDrive root cause analysis and problem managementIdentify process improvement opportunitiesSupport automation and AI adoptionMaintain accurate documentation and knowledge assetsWhat we want :10+ years of experience in Service Management within cloud or SaaS environmentsStrong people leadership and coaching skillsSolid understanding of ITIL practicesExperience in Service Management or Production SupportStrong customer communication and escalation handling skillsAbility to work in a 24x7, high-pressure environmentSuccess MeasuresSLA adherence and service qualityReduction in repeat incidents and escalationsTeam engagement and performanceCustomer satisfaction and service healthAdoption of continuous improvement initiativesOur ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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