Service Manager job description

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The responsibility of service management processes, delivering solutions, and making decisions about accounts lies with a Service Manager. This manager coordinates the implementation of Information Technology Infrastructure Library (ITIL) best practice processes. They handle multiple projects, delegate team responsibilities, prepare teams with change management strategies, and oversee budgets.

Service Managers are responsible for several subareas within their department. They include:

• Availability Management
• Asset Management
• Configuration Management
• Incident & Problem Management
• Service Level Management

The purpose of a Service Manager is to:

•  Manage service or support employees
•  Implement staff development activities and training sessions
• Continually update the skills and productivity of the staff
• Prepare reports on performance
• Coordinate all activities to meet strategic direction or objectives
• Manage projects


• Be service, customer and quality oriented
• Be able to negotiate successfully
• Have initiative and drive
• Be able to handle conflict effectively
• Have first-rate supervisory skills
• Have technical knowledge and comprehension of business operations
• Be able to lead teams and groups
• Be competent with Microsoft applications
• Communicate clearly and effectively
• Be knowledgeable on industry standards and best practices
• Have a positive attitude
• Be amicable and reliable


The education of a Service Manager may include a Bachelor's Degree in a relevant IT area. Most Service Manager jobs are not dependent on the qualifications but more or less on the experience and the business in which they work. Managers are often elevated to their positions from within a company.

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