Service Manager

Description

• Assesses issue/escalation to validate, prioritize and progress accordingly.
• Engage stakeholders and conduct postmortem analyses.
• Collaborates with Customer Success Managers (CSM), Customer Support (CS), Customer Program Management (CPM), and Operations teams to align priorities, resolve issues, and maintain governance across service.
• Provide proactive heads-up notifications about forthcoming maintenance activities and any potential impact these may have – mostly delivered through structured operational reviews, where service performance, upcoming changes, and improvement opportunities are discussed with customers and internal stakeholders.
• Ensures smooth coordination and implementation of operational requests as they arise, working with relevant teams to minimize disruption and maintain service standards.
• Supports audits and walkthroughs, coordinates post-RFS responsibilities, and assists with snag resolution.
• Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations.
• Share actionable insights gathered from operational reviews to support service improvement and account planning, ensuring that customers have a clear understanding of operational activities and any potential impacts.
• Facilitate cross-functional reviews and governance meetings to ensure accountability and proactive risk management, driving smooth coordination between internal teams and customer requirements.
• Assists with communication during service disruptions, ensuring customers and internal teams receive timely and clear updates.
• Key liaison between Customer Success and customers, providing accurate and timely reporting on service performance and reliability.
• Ensures all services within Customer Success control are delivered in line with contractual SLAs and regulatory obligations. They work closely with Operations teams to maintain global consistency in service management and manage compliance and general queries with site teams.

Requirements

• Bachelor's degree preferred
• Proven ability to manage service issue coordination and compliance requirements
• Strong understanding of data centre operations and infrastructure services
• Experience working within account teams to align overall service management with customer and business objectives
• 3+ years experience preferred

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance