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 leadership
What will you do:
People Leadership & Development
Lead, coach, and mentor Service Managers and support associates
Conduct regular 1:1s, performance check-ins, and career development discussions
Support onboarding and ramp-up of new team members
Foster a positive, inclusive, and high-engagement team culture
Drive completion of performance reviews, career conversations, and mandatory training
Service Delivery & Operational Excellence
Oversee daily service operations to ensure SLA adherence and service quality
Prioritize workload, incidents, and escalations
Act as the first point of escalation for complex or high-risk customer issues
Ensure adherence to ITIL processes
Monitor KPIs such as response time, resolution time, backlog, and OSAT
Incident & Major Incident Governance
Ensure compliance with Major Incident Management (MIM) governance
Confirm timely acknowledgements and structured communications
Coordinate bridge calls and SME participation
Support post-incident reviews and RCA delivery
Customer & Stakeholder Management
Act as escalation contact for customer dissatisfaction and SLA risks
Bridge communication between customers, teams, and leadership
Reinforce White Glove Support service mindset
Continuous Improvement
Drive root cause analysis and problem management
Identify process improvement opportunities
Support automation and AI adoption
Maintain accurate documentation and knowledge assets
What we want :
10+ years of experience in Service Management within cloud or SaaS environments
Strong people leadership and coaching skills
Solid understanding of ITIL practices
Experience in Service Management or Production Support
Strong customer communication and escalation handling skills
Ability to work in a 24x7, high-pressure environment
Success Measures
SLA adherence and service quality
Reduction in repeat incidents and escalations
Team engagement and performance
Customer satisfaction and service health
Adoption of continuous improvement initiatives
Our Values
If 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 Values
All 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.
