Service Manager

About the role

We are looking for an experienced Service Manager to lead the delivery of managed services for our clients. The role ensures high standards of performance, reliability, and customer satisfaction while acting as the primary point of contact for client requests.

Key responsibilities

• Manage end‑to‑end delivery of managed services, ensuring compliance with SLAs and KPIs.
• Serve as the main client liaison, building long‑term relationships and conducting regular service reviews.
• Monitor and prioritize service requests and incidents via JIRA or similar ticketing systems, coordinating resolution across engineering teams.
• Collaborate with Engineering, Development, Design, QA, and Operations to maintain seamless service delivery and operational efficiency.
• Identify recurring issues, propose process improvements, and support the development of best practices for managed services.

Required profile

• Bachelor’s degree in IT, Computer Science, Business Information Systems, or a related field.
• Minimum 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, both written and verbal.

Required skills

• Atlassian services (JIRA) for ticket and incident management.