What is a service manager?
The term service manager seems broad, because what exactly is the service? The position is sometimes also called service
delivery manager or service level manager. Not much clearer, so what does it mean? A service manager is responsible for the
quality and continuous improvement of ICT services, such as system management and network management. You provide these services
to customers on the basis of an SLA (Service Level Agreement). This describes the quality requirements that the services provided
must meet.
You may now know that a service manager is responsible for the quality and continuous improvement of ICT services, but much is
still unclear. For example, what does a service manager do from day to day? We explain this in this service manager job description.
To start with, as a service manager you maintain customer relationships. You discuss with your customers whether the ICT services
are satisfactory. Sometimes customer needs change. In that case, you identify what the customer needs. You propose improvements or
new services. Do you agree on this? Then you record the agreements made in the SLA (Service Level Agreement), which is a service
agreement. Are there changes or are the ICT services not satisfactory? You manage various engineers and programmers to keep the
customer satisfied. If there are problems, you handle them as best you can.