Service Manager Job at Intelice Solutions, LLC, Falls Church, VA

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  • Intelice Solutions, LLC
  • Falls Church, VA

Job Description

We are seeking a dynamic and experienced Service Manager to lead our service delivery team across multiple locations. This role is critical to ensuring high-quality service delivery, operational efficiency, and exceptional customer satisfaction within our Managed Services division. The ideal candidate will be a strategic thinker with a hands-on approach to managing people, processes, and performance. Key Responsibilities

  • Lead and manage a geographically distributed Service Delivery Team, ensuring alignment with organizational goals and client expectations.
  • Oversee resource allocation, workload balancing, and timesheet approvals to maintain operational efficiency.
  • Monitor and ensure compliance with Service Level Agreements (SLAs) and performance metrics.
  • Collaborate with the Operations leadership team to identify and implement service improvements, contribute feedback to strategic initiatives, and champion process excellence.
  • Serve as a primary point of contact for client interactions, fostering strong relationships and ensuring satisfaction.
  • Drive creative thinking and innovation to enhance the end-user experience and streamline service delivery.
  • Develop, implement, and maintain policies and procedures that support scalable and consistent service operations.
  • Collaborate with cross-functional teams including Sales, Engineering, and Project Management to support client needs and internal initiatives.
  • Provide regular reporting on team performance, client satisfaction, and operational KPIs.
Qualifications
  • Proven experience in a Service Manager or similar leadership role within a Managed Service Provider or IT services environment.
  • Strong understanding of ITIL practices, service delivery frameworks, and SLA management.
  • Excellent leadership, communication, and interpersonal skills.
  • Demonstrated ability to manage remote teams and multi-site operations.
  • Experience with policy development, process improvement, and change management.
  • Proficiency in service management tools and platforms (e.g., Autotask, ConnectWise, etc.).
Work Environment
  • Hybrid role with a requirement to be in the office at least 3 days per week.
  • Fast-paced, collaborative, and client-focused environment.

Job Tags

Full time, Work at office, Remote work, 3 days per week,

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