What does a global service manager do?
A global service manager oversees the service department team of their company. Their major duty is to handle that team's activities, which includes handling customer service interactions, diagnostics, repairs, upgrades, reports, and refurbishments. They are also responsible for maintaining strong relationships between clients and third-party vendors. They may be expected to ensure these clients continue to patronize the business.
Global service manager responsibilities
Here are examples of responsibilities from real global service manager resumes:
- Lead day to day ITIL service/operations management and supplier management.
- Manage development and implementation of enterprise sales platform including customer account portals, marketing automation and CRM tools.
- Work closely with QA to develop use cases, review test results, and track bugs.
- Define, implement and improve cross-functional QA processes, associate tools and implements relates systems as required.
- Cloud systems security assessments and engineering.
- Establish customer ITIL processes, improving operational effectiveness.
- Implement virtual database infrastructure and database cluster technology RAC/ASM to improve business continuity.
- Develop application security process and controls for both cloud host and on-prem host applications.
- Perform operations analysis on global infrastructure incidents and their impact on the business environment.
- Protect and grow revenue by ensuring superior execution of contractual commitments and exceptional SLA performance.
- Create value-added reporting for management insights and decision-making by integrating multiple data sources to tell a story using data visualization techniques.
- Establish the methodology, processes and procedures leverage across the company internally and to its clients.
- Implement several HP-UX and Linux base clusters to support the business most critical applications.
- Provide strategic and operational leadership for global talent acquisition in NA, LATAM, EMEA and APAC.
- Recruit to develop and reorganize global support and operational teams in a newly emerging SaaS company.
Global service manager skills and personality traits
We calculated that 10% of Global Service Managers are proficient in Project Management, Service Delivery, and Portfolio. They’re also known for soft skills such as Business skills, Analytical skills, and Organizational skills.
We break down the percentage of Global Service Managers that have these skills listed on their resume here:
- Project Management, 10%
Contract included network infrastructure, firewall, intrusion detection services, and project management for procurement, installation and managed services.
- Service Delivery, 10%
Developed and implemented adaptive service delivery tools and methodologies, to support a changing business environment.
- Portfolio, 10%
Completed in-depth service portfolio strategy evaluation, addressing complex product support needs by diverse market verticals and distribution channels.
- Professional Services, 9%
Managed worldwide Technical Service and Customer Service organization, including Professional Services, Education, Training and Pre-Sales departments.
- Process Improvement, 8%
Conducted and documented root cause analysis of process breakdowns and provided information and consultation to the appropriate organizations for process improvements.
- Payroll, 7%
Prepare and distribute Payroll Reports for foreign locations for taxation purposes.
Common skills that a global service manager uses to do their job include "project management," "service delivery," and "portfolio." You can find details on the most important global service manager responsibilities below.
Business skills. The most essential soft skill for a global service manager to carry out their responsibilities is business skills. This skill is important for the role because "it managers must develop and implement strategic plans to reach the goals of their organizations." Additionally, a global service manager resume shows how their duties depend on business skills: "provided comprehensive relocation advisory and consultancy services to expatriates, business unit managers and client hr contacts. "
Analytical skills. Another essential skill to perform global service manager duties is analytical skills. Global service managers responsibilities require that "it managers must analyze problems and consider and select the best ways to solve them." Global service managers also use analytical skills in their role according to a real resume snippet: "performed financial analysis, preparation and consolidation of annual financial statements and ongoing forecast analysis. "
Organizational skills. global service managers are also known for organizational skills, which are critical to their duties. You can see how this skill relates to global service manager responsibilities, because "some it managers must coordinate the work of several different it departments to make the organization run efficiently." A global service manager resume example shows how organizational skills is used in the workplace: "led multi-organizational team to develop and implement system infrastructure to support new integrated services business. "
Leadership skills. For certain global service manager responsibilities to be completed, the job requires competence in "leadership skills." The day-to-day duties of a global service manager rely on this skill, as "it managers must lead and motivate it teams or departments so that workers are efficient and effective." For example, this snippet was taken directly from a resume about how this skill applies to what global service managers do: "provided leadership in the creation of global services project management office, creating project templates and established pmp best practices. "
Communication skills. Another common skill required for global service manager responsibilities is "communication skills." This skill comes up in the duties of global service managers all the time, as "it managers must explain their work to top executives and give clear instructions to their subordinates." An excerpt from a real global service manager resume shows how this skill is central to what a global service manager does: "coordinate increased communication and interaction between vodafone operations, service delivery, vendor teams and the client. "
The three companies that hire the most global service managers are:
- Deloitte172 global service managers jobs
- KPMG LLP28 global service managers jobs
- Catalent Pharma Solutions19 global service managers jobs
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Compare different global service managers
Global service manager vs. Information technology director
An information technology (IT) Director is an individual responsible for the management, strategy, and execution of an organization's IT infrastructure. He/She supervises a team of workers while working with the organization's management and external vendors and advisors. Aside from managing workers, an IT director should possess problem-solving skills and an aptitude for organizational thinking. An IT director must also identify new market opportunities and should lead an effort to improve the organization's IT process.
There are some key differences in the responsibilities of each position. For example, global service manager responsibilities require skills like "service delivery," "portfolio," "professional services," and "process improvement." Meanwhile a typical information technology director has skills in areas such as "customer service," "network infrastructure," "disaster recovery," and "windows server." This difference in skills reveals the differences in what each career does.
Information technology directors earn the highest salaries when working in the technology industry, with an average yearly salary of $145,076. On the other hand, global service managers are paid more in the health care industry with an average salary of $109,141.information technology directors tend to reach similar levels of education than global service managers. In fact, information technology directors are 0.3% less likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Global service manager vs. Vice president of information technology
A Vice President Of Information Technology supervises an organization's technology initiatives, IT changes, and updates to all projects. They also identify and propose new information technologies and systems to improve business processes and decision-making.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that global service manager responsibilities requires skills like "portfolio," "professional services," "process improvement," and "payroll." But a vice president of information technology might use other skills in their typical duties, such as, "architecture," "customer service," "network infrastructure," and "risk management."
On average, vice president of information technologies earn a higher salary than global service managers. Some industries support higher salaries in each profession. Interestingly enough, vice president of information technologies earn the most pay in the automotive industry with an average salary of $162,421. Whereas global service managers have higher pay in the health care industry, with an average salary of $109,141.In general, vice president of information technologies achieve similar levels of education than global service managers. They're 2.6% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.Global service manager vs. Senior information technology manager
A senior information technology manager is responsible for monitoring the efficiency and performance of the company's technology and network systems. Senior information technology managers oversee technology infrastructures and operations, ensuring the processes adhere to the company policies and regulations. They analyze the schematics and specifications of computer systems, maintaining the safety and security across all networks to prevent unauthorized access. A senior information technology manager must have extensive knowledge of the technology industry, as well as a strong command of programming languages.
The required skills of the two careers differ considerably. For example, global service managers are more likely to have skills like "portfolio," "professional services," "payroll," and "infrastructure." But a senior information technology manager is more likely to have skills like "architecture," "strong problem-solving," "customer service," and "sr."
Senior information technology managers earn the best pay in the professional industry, where they command an average salary of $143,891. Global service managers earn the highest pay from the health care industry, with an average salary of $109,141.When it comes to education, senior information technology managers tend to earn similar degree levels compared to global service managers. In fact, they're 3.7% more likely to earn a Master's Degree, and 0.5% more likely to graduate with a Doctoral Degree.Global service manager vs. Information technology manager
An information technology manager is responsible for supervising tasks for the company's network and information systems operations. Information technology managers require excellent knowledge of the information systems industry, a strong command of programming languages, and software and hardware application processes. An information technology manager reviews the performance of the IT department staff, ensuring that networks and systems maintain the highest quality and efficiency, and adjusting the specific system updates as needed. Information technology managers monitor the security of the system's database and identify business opportunities to utilize all business systems to improve the company's services.
Types of global service manager
Updated January 8, 2025
