As a Senior Service Manager, you will lead end‑to‑end service delivery for strategic enterprise customers, shaping service excellence across a global portfolio. You’ll act as a senior escalation point, a strategic advisor, and a driver of service transformation—enhancing customer satisfaction, operational performance, and long‑term business value.
Full accountability for service delivery, SLA performance, and customer satisfaction
Leadership of strategic service improvement initiatives, including optimization, automation, and tooling enhancements
Executive‑level engagement through QBRs, governance, and trusted advisory relationships
Opportunity to standardize and enhance service management frameworks and best practices
Coaching and development of Service Managers and delivery leaders
Bachelor’s degree in IT, Business, or related field
~10–15+ years’ experience in IT Service Management with enterprise customers
~ Proven track record managing large, complex managed services environments
~ Strong expertise in ITIL-based service governance (ITIL certification preferred)
~ Ability to lead global teams and influence senior stakeholders
~ Additional certifications such as PMP, Lean, or Six Sigma are an advantage
In this role, you will shape the future of our service delivery and create meaningful impact for our customers. We are committed to an inclusive environment where everyone belongs.