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 customer requests are received, triaged, and routed to appropriate internal teams. It maintains clear communication and accountability through resolution.

Serve as the primary intake point for customer operational requests and coordinate routing to support, billing, service delivery, or other functions. Track progress and maintain accountability through resolution while keeping accurate account notes and activity records. Hold clear, honest conversations regarding service performance and risk.

Works closely with Account Management and technical teams to ensure service stability, transparent communication, and timely escalation of emerging issues. Coordinate with Account Management on renewal timing and commercial context. Participate in executive and cross-functional escalation forums as required.

Monitor accounts for signals of dissatisfaction, instability, or service friction and escalate concerns using defined internal processes. Contribute to retention by maintaining strong operational oversight and ensuring customer needs are addressed efficiently. This US-based Managed IT Services Provider role requires flexibility to work US hours.