Job Description

The Service Manager is responsible for overseeing the quality and performance of customer-facing services. This role ensures service delivery excellence, drives continuous improvement, and enhances customer satisfaction. The Service Manager collaborates closely with application, operations, and commercial teams, for both local and global, to maximize business value.


Key Responsibilities

  • Service Delivery Management Monitor KPI performance and lead improvement initiatives
    Manage incident, problem and change process based on BU HQ directions
    Conduct regular service reviews and present improvement proposals
    Coordinate with internal teams and suppliers to ensure stable service delivery (in case)

  • Customer management and Escalations Act as the primary point of contact for customers
    Manage escalations related to major incidents
    Develop and execute actions to improve customer satisfaction
    Maintain strong customer relationships through p...

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