Service Manager - Remote

The Service Manager supports the post-sale customer relationship with primary responsibility for operational coordination, issue intake, and early identification of customer risk. This role ensures that customer requests are received, triaged, and routed to the appropriate internal teams while maintaining clear communication and accountability through resolution.

This position works closely with Account Management and technical teams to help ensure service stability, transparent communication, and timely escalation of emerging issues. The role contributes to retention by maintaining strong operational oversight and ensuring customer needs are addressed efficiently across the organization.

This is not a sales role and does not own commercial contracting. TPx is a US-based national Managed IT Services Provider, and this role requires flexibility to work US hours while supporting assigned customer accounts.

By monitoring accounts for signals of dissatisfaction or service friction, the Service Manager participates in executive and cross-functional escalation forums. This provides concise, fact-based updates to leadership and supports renewal forecasting efforts.