What is a Service Manager: Role and Responsibilities

A Service Manager is usually responsible for defining the final service(s) by managing Service Level Agreements (SLAs) and ensuring that services meet the business need.

They manage the Service Department team members, measure and analyse work performances, propose improvements to processes, including customer service interaction (complaints and requests).

The role of the Service Manager

The Service Manager’s main responsibility is to interact with the business team, understand the SLAs and supervise the service team to support and maintain the infrastructures.

This professional is responsible for providing value for customers through service delivery.

The Responsibilities of the Service Manager

The Service Manager common responsibilities are to:

• Oversee and guide all activities of the Service team.
  
• Coordinate SLA creations (through Interaction with business team).
• Ensure that the team follows Best Practices and maintains Service Level Agreements (SLAs).
• Monitor department issues and client complaints.
• Develop Problem Management and Service Improvement plans.
• Ensure that customers, businesses, clients, and support and technical parties are represented in the definition and evolution of the services.
• Offer customer service.
• Maintain customer relationships.

The Competencies of the Service Manager

The Core competencies of the Service Manager are identifiable in two main skill sets:

Business Competences

• Strategic Thinking
• Business Analysis
• Effective Delegation
• Risk Management
• Prioritisation & Time Management
• Clear Communication
• Business Relationship Management

Technical Competencies

• Broad Technical Understanding
• Service Level Management
• Service Engineering
• Customer Focus

If you are interested in learning more about how the ITIL Service Management Certification can help you advance in your professional development, read our blogs “Service Value Chain and Value Stream”.

QRP International is an ATO (Authorised Training Organisation) for ITIL courses. Contact us if you have any questions!