What does a Director, Service Management do?
As a service manager, you will oversee all services to ensure that business needs are being met. You are responsible for the overall accountability of a company's business requirements. You will supervise customer service Associate's as well as being able to provide assistance to customers. A service manager is responsible for profit and employee retention. Being a service manager, you play an essential role in customer relations by providing efficient problem-solving and building lasting relationships.
You work for all kinds of companies in many different industries as a service manager. Building lasting relationships with customers is a large part of your job. You must have excellent communication skills, as well as being a strong leader. A service manager often leads a team of many service Associate's, so you need to have exceptional interpersonal skills. Some companies require a four-year degree in business, however, experience in the service industry is taken into consideration.
- Maintain a positive attitude while leading a team of 12 or more service Associate's in an efficient and productive manner
- Anticipate service associate needs using proper leadership techniques and proven problem-solving methods
- Have a full working knowledge of the service associate handbook to respond to every customer and service associate inquiry
- Manage all external service providers and review yearly contracts as needed to be able to maximize profitability
- Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
- Understand how to make changes to the company knowledge base to anticipate the needs of your team
- Develop a standard operating procedure handbook and a marketable service catalog for customers
- Monitor time cards and maintain fair schedules while tracking the calendar for holidays and emergency changes
- Must be comfortable being on the service floor and on your feet for six to seven hours per day while monitoring service Associate's
- Must be able to lift 50 pounds or less in order to properly serve customers if required
- Working knowledge of Windows computers, essential programs, and performance metrics applications
- Demonstrated ability to work solo as well as being a strong leader, overseeing an entire department of at least five employees
- Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters
- Set reportable metrics to measure and maintain performance and health of the company's service department
- Report to CEO the monthly Risk Impact Assessments (RIA) including their effects and the scope of the report
- Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
- Demonstrated ability and proven track record of effective marketing campaigns and employee management
How much does a Director, Service Management make?
Director, Service Management Career Path
Learn how to become a Director, Service Management, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Average Years of Experience
Director, Service Management Insights
“It was a great environment to make longlife friends and had grown in my career with support from certain managers.”
“So many growth and development opportunities to help you get to where you want to go.”
“I Liked my coworkers and always had an opportunity to advanced started my career as a teller.”
“There are many options and opportunities to grow your career within 8x8 and there is never a dull moment.”
“Opportunity to work and learn about many aspects of the apparel industry from Design to Supply Chain.”
“The fact that it was close to home and the work itself I really loved.”
“My specific region was very reasonable with schedule requests which means everything to a single career mother”
“My starting years were great but as I got to my sixth year in things changed majorly.”
Director, Service Management Interviews
Frequently asked questions about the roles and responsibilities of a Director, Service Management
When working as a Director, Service Management, the most common skills you will need to perform your job and for career success are Leadership, Effective Communication, Agile Software Development, Agile Scrum, and Written Communication.
- Regional Manager
- General Manager
- Branch Manager
The most common qualifications to become a Director, Service Management include a minimum of a Bachelor's Degree and an average of 0 - 1 years of experience not including years spent in education and/or training.