JR-162523 Service Manager Middle

Description:Customertimes is a global digital engineering, product development, and technology consulting company. Headquartered in New York, the company unites 1300+ experts across 12 countries. We are looking for an experienced Service Manager to join our team. This role supports service delivery, governance, and continuous improvement of commercial technology solutions. The Service Manager acts as a key link between business markets and technical stakeholders, ensuring efficient service operations and proper support handling. Location preference: Europe- REMOTEResponsibilities:Strengthen team capacity by supporting projects, operational governance tasks, and continuous improvement activitiesManage support operations, including monitoring incidents, maintenance requests, and problem ticketsHandle escalations: de-escalate, resolve, and implement preventive measuresAct as the communication bridge between business users and technical teams (L2/L3 Support, Delivery Team, Product Owner, Program Manager, etc.)Coordinate activities with external partners and vendorsEnsure service performance, track metrics, identify gaps, and recommend corrective actionsParticipate in defining, optimizing, and implementing operational processesSwitch priorities quickly and manage multiple tasks simultaneouslyApply a consulting mindset by proposing solutions instead of reporting problems Requirements:GeneralFluent English for effective collaboration across global teamsMinimum 3+ years of relevant experienceExperience with one major enterprise platform (any of the following): Salesforce, Oracle or Microsoft Dynamics.Exposure to tech or business support environmentsExperience in complex, cross-functional organizational structuresExperience working with external partners or vendorsAbility to manage challenging stakeholders and set proper expectations Soft Skills Strong communication skills and a professional, positive attitudeProactive, self-driven, and curious approach to learningTeam player comfortable working in international, distributed teamsFlexibility in communication style based on audience and contextEscalation management strengths: defuse, solve, preventCustomer service mindset with focus on business valueConsulting mindset oriented toward solutions and continuous improvementsAdaptability to shifting priorities and ability to juggle multiple tasks Hard Skills Understanding of support frameworks (e.g., incident/problem management)ITIL knowledgeSalesforce Administrator certification is a plusAbility to design, formalize, and implement operational processesReadiness to be hands-on when needed What We Offer:Financial stability and competitive compensation;Holidays and sick leaves included;Transparent professional and career growth development plans;Сareer development: horizontal, professional, managerial;Remote work or work from the office;Flexible work schedule;Referral bonus.Originally posted on Himalayas