Service Manager job at Intelice Solutions, LLC Falls Church, VA, US

Job Description

We are seeking a dynamic and experienced Service Manager to lead our service delivery team across multiple locations. This role is critical to ensuring high-quality service delivery, operational efficiency, and exceptional customer satisfaction within our Managed Services division. The ideal candidate will be a strategic thinker with a hands-on approach to managing people, processes, and performance. Key Responsibilities

Lead and manage a geographically distributed Service Delivery Team, ensuring alignment with organizational goals and client expectations.
Oversee resource allocation, workload balancing, and timesheet approvals to maintain operational efficiency.
Monitor and ensure compliance with Service Level Agreements (SLAs) and performance metrics.
Collaborate with the Operations leadership team to identify and implement service improvements, contribute feedback to strategic initiatives, and champion process excellence.
Serve as a primary point of contact for client interactions, fostering strong relationships and ensuring satisfaction.
Drive creative thinking and innovation to enhance the end-user experience and streamline service delivery.
Develop, implement, and maintain policies and procedures that support scalable and consistent service operations.
Collaborate with cross-functional teams including Sales, Engineering, and Project Management to support client needs and internal initiatives.
Provide regular reporting on team performance, client satisfaction, and operational KPIs.

Qualifications

Proven experience in a Service Manager or similar leadership role within a Managed Service Provider or IT services environment.
Strong understanding of ITIL practices, service delivery frameworks, and SLA management.
Excellent leadership, communication, and interpersonal skills.
Demonstrated ability to manage remote teams and multi-site operations.
Experience with policy development, process improvement, and change management.
Proficiency in service management tools and platforms (e.g., Autotask, ConnectWise, etc.).

Work Environment

Hybrid role with a requirement to be in the office at least 3 days per week.
Fast-paced, collaborative, and client-focused environment.

Job Tags

Full time, Work at office, Remote work, 3 days per week,

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