PODS Service Manager
Key Responsibilities:
• Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
• Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
• Support onboarding of new clients by coordinating service handover from projects to operational support.
• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
• Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
• Manage client communications during major incidents, planned maintenance, and other impactful events.
• Mentor and coach technical staff in customer service best practices and operational excellence.
• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
• Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods.
• Support financial management by monitoring service hours, contract compliance, and out-of-scope requests.
• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.
Requirements:
Education and Experience:
• Bachelor's degree in Information Technology, Business Management, or a related field (or equivalent work experience).
• 5+ years in IT service management, service delivery, or account management, preferably within an MSP environment.
• Strong understanding of ITIL framework and service management principles.
Technical Skills:
• Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.
• Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).
• Ability to interpret technical information and explain it to non-technical stakeholders.
• Strong understanding of SLA management, incident escalation, and problem management processes.
Soft Skills:
• Excellent communication and interpersonal skills, both written and verbal.
• Strong organizational and project management abilities.
• Client-first attitude with a focus on building trust and long-term partnerships.
• Ability to remain calm and focused under pressure.
• Problem-solving mindset with a proactive approach to continuous service improvement.
Leadership qualities, with the ability to motivate and coordinate cross-functional teams.
Preferred Certifications:
• ITIL v4 Foundation (required or willingness to obtain within 6 months).
• PMP, CSM, or other project/service management certifications (a plus).
• Technical certifications (CompTIA, Microsoft, AWS) are a bonus, demonstrating technical aptitude.
Service Manager KPIs and Metrics
1. Service Quality Metrics
• 95% of tickets/incidents resolved within SLA timeframes
• 90% of tickets resolved without needing escalation or reopen
• 10% of total tickets that require Tier 2+ or urgent escalation
2. Client Satisfaction Metrics
• Average satisfaction survey rating after tickets or service reviews (target: 95%+ positive)
• Net Promoter Score (NPS) greater than 50
o Measures client loyalty (ask: 'How likely are you to recommend our services?')
3. Operational Efficiency Metrics
• Less than 5% of open tickets older than SLA thresholds (monitor backlog and drive closure)
• 98% of major incidents with a documented RCA within defined time (e.g., 5 business days)
• 6 proactive service improvement actions quarterly
4. Client Retention and Growth Metrics
• Less than 3% of managed clients lost annually
• 20% of clients adding new services (upsells) influenced by Service Manager partnership
5. Internal Leadership and Development Metrics
• 100% of Service Desk team members participating in ongoing training/improvement sessions initiated by Service Manager
About the job
Apply for this position
PODS Service Manager
Key Responsibilities:
• Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
• Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
• Support onboarding of new clients by coordinating service handover from projects to operational support.
• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
• Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
• Manage client communications during major incidents, planned maintenance, and other impactful events.
• Mentor and coach technical staff in customer service best practices and operational excellence.
• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
• Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods.
• Support financial management by monitoring service hours, contract compliance, and out-of-scope requests.
• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.
Requirements:
Education and Experience:
• Bachelor's degree in Information Technology, Business Management, or a related field (or equivalent work experience).
• 5+ years in IT service management, service delivery, or account management, preferably within an MSP environment.
• Strong understanding of ITIL framework and service management principles.
Technical Skills:
• Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.
• Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).
• Ability to interpret technical information and explain it to non-technical stakeholders.
• Strong understanding of SLA management, incident escalation, and problem management processes.
Soft Skills:
• Excellent communication and interpersonal skills, both written and verbal.
• Strong organizational and project management abilities.
• Client-first attitude with a focus on building trust and long-term partnerships.
• Ability to remain calm and focused under pressure.
• Problem-solving mindset with a proactive approach to continuous service improvement.
Leadership qualities, with the ability to motivate and coordinate cross-functional teams.
Preferred Certifications:
• ITIL v4 Foundation (required or willingness to obtain within 6 months).
• PMP, CSM, or other project/service management certifications (a plus).
• Technical certifications (CompTIA, Microsoft, AWS) are a bonus, demonstrating technical aptitude.
Service Manager KPIs and Metrics
1. Service Quality Metrics
• 95% of tickets/incidents resolved within SLA timeframes
• 90% of tickets resolved without needing escalation or reopen
• 10% of total tickets that require Tier 2+ or urgent escalation
2. Client Satisfaction Metrics
• Average satisfaction survey rating after tickets or service reviews (target: 95%+ positive)
• Net Promoter Score (NPS) greater than 50
o Measures client loyalty (ask: 'How likely are you to recommend our services?')
3. Operational Efficiency Metrics
• Less than 5% of open tickets older than SLA thresholds (monitor backlog and drive closure)
• 98% of major incidents with a documented RCA within defined time (e.g., 5 business days)
• 6 proactive service improvement actions quarterly
4. Client Retention and Growth Metrics
• Less than 3% of managed clients lost annually
• 20% of clients adding new services (upsells) influenced by Service Manager partnership
5. Internal Leadership and Development Metrics
• 100% of Service Desk team members participating in ongoing training/improvement sessions initiated by Service Manager