PODS Service Manager

Key Responsibilities:

• Own the client service experience: Manage the relationship and service quality for an assigned group of clients.

• Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.

• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.

• Support onboarding of new clients by coordinating service handover from projects to operational support.

• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.

• Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.

• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.

• Manage client communications during major incidents, planned maintenance, and other impactful events.

• Mentor and coach technical staff in customer service best practices and operational excellence.

• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.

• Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods.

• Support financial management by monitoring service hours, contract compliance, and out-of-scope requests.

• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.

Requirements:

Education and Experience:

• Bachelor's degree in Information Technology, Business Management, or a related field (or equivalent work experience).

• 5+ years in IT service management, service delivery, or account management, preferably within an MSP environment.

• Strong understanding of ITIL framework and service management principles.

Technical Skills:

• Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.

• Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).

• Ability to interpret technical information and explain it to non-technical stakeholders.

• Strong understanding of SLA management, incident escalation, and problem management processes.

Soft Skills:

• Excellent communication and interpersonal skills, both written and verbal.

• Strong organizational and project management abilities.

• Client-first attitude with a focus on building trust and long-term partnerships.

• Ability to remain calm and focused under pressure.

• Problem-solving mindset with a proactive approach to continuous service improvement.

Leadership qualities, with the ability to motivate and coordinate cross-functional teams.

Preferred Certifications:

• ITIL v4 Foundation (required or willingness to obtain within 6 months).

• PMP, CSM, or other project/service management certifications (a plus).

• Technical certifications (CompTIA, Microsoft, AWS) are a bonus, demonstrating technical aptitude.

Service Manager KPIs and Metrics

1. Service Quality Metrics

• 95% of tickets/incidents resolved within SLA timeframes

• 90% of tickets resolved without needing escalation or reopen

• 10% of total tickets that require Tier 2+ or urgent escalation

2. Client Satisfaction Metrics

• Average satisfaction survey rating after tickets or service reviews (target: 95%+ positive)

• Net Promoter Score (NPS) greater than 50

o Measures client loyalty (ask: "How likely are you to recommend our services?")

3. Operational Efficiency Metrics

• Less than 5% of open tickets older than SLA thresholds (monitor backlog and drive closure)

• 98% of major incidents with a documented RCA within defined time (e.g., 5 business days)

• 6 proactive service improvement actions quarterly

4. Client Retention and Growth Metrics

• Less than 3% of managed clients lost annually

• 20% of clients adding new services (upsells) influenced by Service Manager partnership

5. Internal Leadership and Development Metrics

• 100% of Service Desk team members participating in ongoing training/improvement sessions initiated by Service Manager