Job Description

Service Manager role




The person needs to handle team doing 24 x 7 and manage the delivery as a Service Manager A service manager s role is to oversee and optimize the delivery of services to customers ensuring high levels of satisfaction and operational efficiency They lead teams manage processes and address customer concerns to maintain service standards and drive improvements This includes managing teams coordinating service processes and addressing customer issues




Key Responsibilities of a Service Manager




Overseeing Service Operations


This involves managing the daily operations of the service department ensuring that service delivery is efficient and meets established standards




Managing Customer Relationships


Building and maintaining strong relationships with customers is crucial This includes understanding their needs addressing their concerns and striving to exceed their expectations




Leading and Managing Teams


Service managers often lead teams of customer service representatives technicians or support staff They provide guidance training and performance management to ensure their teams are effective




Developing and Implementing Service Strategies


They develop strategies to improve service quality enhance customer satisfaction and optimize service delivery processes




Monitoring and Analyzing Service Metrics


Service managers track key performance indicators KPIs like response time resolution rate and customer satisfaction to identify areas for improvement and measure the effectiveness of service strategies




Addressing Customer Issues and Complaints


They handle escalated customer complaints and work to resolve issues efficiently striving to turn negative experiences into positive ones




Collaborating with other Departments


Effective service management requires collaboration with other departments such as sales marketing and IT to ensure a seamless customer experience and alignment with overall business goals




Managing Budgets and Resources


Service managers often oversee the budget for their department and ensure efficient use of resources to deliver services effectively




Ensuring Compliance


They ensure that the service department adheres to relevant regulations and company policies

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.