Service Manager

About the role

We are looking for an experienced Service Manager to lead the delivery of managed IT services for our clients. The role acts as the main point of contact, ensuring service performance, reliability and customer satisfaction while coordinating cross-functional teams in a fast‑paced environment.

Key responsibilities

• Manage end‑to‑end delivery of managed services for assigned clients, ensuring compliance with SLAs and KPIs.
• Monitor service performance, identify improvement opportunities and drive continuous improvement.
• Oversee the handling of client requests, incidents and service issues, guaranteeing timely resolution.
• Serve as the primary client liaison, conduct regular service review meetings and proactively manage expectations.
• Prioritise and assign tickets in JIRA, coordinate engineering, development, design, QA and operations teams to resolve high‑priority incidents.
• Escalate critical issues appropriately and follow through until closure.
• Support resource planning, maintain accurate documentation and reporting.
• Identify recurring issues, propose process enhancements and contribute to best‑practice development for managed services.

Required profile

• Bachelor’s degree in IT, Computer Science, Business Information Systems or a related field.
• At least 3 years of experience in IT Service Management, IT Operations or project coordination within a digital agency or technical services environment.
• Proven experience managing client relationships in a technology or digital services setting.
• Strong English communication skills and ability to work with cross‑functional teams.

Required skills

• Proficiency with Atlassian tools, particularly Service JIRA.
• Understanding of managed services, service level agreements and the digital product delivery lifecycle.