Job Specifications
The Service Manager serves as the primary strategic and operational leader for delivering high-quality managed IT services across a portfolio of clients. This individual is accountable for end-to-end service delivery, customer satisfaction, operational excellence, and continuous improvement. The ideal candidate combines a strong technical foundation with excellent leadership, stakeholder management, and client-facing communication skills.
Key Responsibilities
Client Relationship & Service Delivery
Own overall client satisfaction, ensuring high-quality delivery of managed IT services across applications, infrastructure, and cloud environments.
Act as a strategic advisor to senior business leaders, aligning service delivery with business objectives, technology roadmaps, and long-term operational goals.
Lead regular service reviews and executive business reviews to assess performance, gather feedback, and anticipate future client needs.
Develop, present, and execute annual technology roadmaps, budgets, and performance reports for each client.
Serve as the primary customer advocate—setting expectations, communicating proactively, and ensuring a seamless client experience.
Educate clients on emerging technologies, industry trends, and best practices relevant to their environment.
Risk, Compliance & Governance
Identify and communicate risks related to compliance, cyber-security, network security, and industry-specific regulatory requirements.
Guide clients and internal teams through remediation, risk mitigation, and compliance improvement initiatives.
Leverage strong policy and process knowledge (ITIL, Agile, Project Management) to drive standardization, governance, and operational maturity.
Operational Leadership & Team Management
Lead, mentor, and support internal engineering, support, and operations teams to ensure successful service delivery across multiple concurrent engagements.
Provide hands-on technical guidance when needed to unblock complex issues or escalate major incidents.
Oversee simultaneous projects, ensuring they meet quality, timeline, and budget expectations.
Manage vendor relationships, contracts, and third-party service performance.
Build strong cross-functional partnerships with internal groups such as Legal, Operations, Risk, and Audit.
Continuous Improvement & Innovation
Identify opportunities for process automation, workflow optimization, and technology adoption to improve operational efficiency.
Drive data-driven decision making across service metrics, client insights, and performance KPIs.
Ensure all documentation—including service processes, policies, runbooks, and procedures—is accurate, current, and consistently maintained.
Personal Attributes
Strong analytical thinker with a structured approach to problem-solving.
Highly proactive, self-driven, and committed to owning issues through resolution.
Flexible and resilient, able to stay focused under pressure and adapt to changing priorities.
Comfortable working outside standard hours when required and willing to travel for client escalations, governance meetings, or operational reviews.
Required Skills & Experience
Prior experience in a Managed Service Provider (MSP) or IT consulting environment is essential.
Deep technical background across applications, infrastructure, and multi-cloud environments; able to translate technical concepts into business language.
Proven experience overseeing large-scale production support engagements and major incident management.
Strong project management capabilities, including planning, budgeting, resource allocation, and delivery oversight.
Exceptional organizational skills, attention to detail, and ability to manage multiple simultaneous priorities.
Experience managing large application stacks and complex, enterprise-scale environments.
Strong communication skills—written, verbal, and presentation—with experience engaging non-technical and executive stakeholders.
Track record of thriving in fast-paced technology environments with competing demands and rapid change.
Experience
10+ years of relevant experience across enterprise application, infrastructure, and/or multi-cloud service delivery.
Education
Bachelor’s degree in Engineering required; Computer Science or related technical discipline strongly preferred.
About the Company
Synergy Interactive is a Digital Recruiting Agency located in Union Square, NYC, Orlando, FL, and Nashville, TN. At Synergy Interactive, we not only speak your language, we see it, we hear it and we understand it. We are always evolving by seeking out "what's next" in terms of the latest trend or breakthrough in the digital world. We are The Digital Talent Experts and we specialize in the recruitment of today's most in-demand professionals across a few specialized areas including Creative, Digital, Mobile, Production, Techni...
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