What does a senior service manager do?
Senior Service Managers are roles usually present in a Business Process Outsourcing (BPO) company or a shared service structure. They manage the service level agreement between their company and their clients. They oversee the employees who are expected to hit the targets and ensure that they would consistently meet these targets. Senior Service Managers are decision-makers. They make strategic decisions to ensure that the operations department runs smoothly and would be able to achieve its service level agreements with clients. Senior Service Managers also manage stakeholders. They create professional working relationships with clients, and they are expected to maintain and keep client accounts.
Senior service manager responsibilities
Here are examples of responsibilities from real senior service manager resumes:
- Manage revenue and expenses for budget to meet shareholder KPI metrics.
- Ensure SLA compliance, manage escalations and build solutions to respond to new requirements.
- Develop a robust PMO framework and manage the responsibilities for the SunGard project team.
- Identify investment opportunities and manage investment product fund to ensure excess ROI and minimize carryover losses.
- Manage agile development scrums teams through sprint development, hardening, integration and QA testing (standard SDLC).
- Manage relationship and services provisioning with off-shore partners in India that develop a portfolio of tools which are deployed globally.
- Lead the division in continuous improvement efforts in the fields of claims handling, litigation, and risk management.
- Provide strategic leadership, advisory services, governance, delivery and operational excellence.
- Assist client in delivering advisory expert opinion on mortgage origination practices for ongoing litigation between investors and originators.
- Automate data transfer to SQL databases.
- Develop QA metrics and performance score-card.
- Perform adhoc SQL queries to provide reporting on project progress.
- Design QA audit procedures compliant with Sarbanes Oxley (SOX).
- Conduct sales reporting, merchant pricing analytics and ROI on marketing programs.
- Conduct analysis and generate reports for management on SAN implementation and off-site SAN to SAN solutions.
Senior service manager skills and personality traits
We calculated that 7% of Senior Service Managers are proficient in Project Management, Client Relationships, and Business Development. They’re also known for soft skills such as Business skills, Leadership skills, and Analytical skills.
We break down the percentage of Senior Service Managers that have these skills listed on their resume here:
- Project Management, 7%
Directed Creative Services Studio and Project Management teams responsible for print design and execution for both domestic and international markets.
- Client Relationships, 7%
Established and enhanced client relationships resulting in increased repeat business and secured an exclusive contract for a large pharmaceutical client
- Business Development, 6%
Support both business development for net-new opportunities and mining existing installed base solutions for increased scope.
- Cloud, 5%
Executed functional business plans and contributed to development of functional strategies within Cloud and Managed Services.
- Email Marketing, 4%
Managed training, coordination and transition of 35 concurrent email marketing programs while maintaining current workload.
- Customer Service, 4%
Facilitated group training on the Order Management transition process and developed follow up documentation to ensure proficiency and improved customer service.
"project management," "client relationships," and "business development" are among the most common skills that senior service managers use at work. You can find even more senior service manager responsibilities below, including:
Business skills. The most essential soft skill for a senior 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 senior service manager resume shows how their duties depend on business skills: "program that consisted of consolidation of erp, business intelligence & integration platform into one unified platform. "
Leadership skills. Another essential skill to perform senior service manager duties is leadership skills. Senior service managers responsibilities require that "it managers must lead and motivate it teams or departments so that workers are efficient and effective." Senior service managers also use leadership skills in their role according to a real resume snippet: "boosted customer satisfaction with managed services teams and communication with managed services support personnel through leadership of consistent process improvement initiatives. "
Analytical skills. Another skill that relates to the job responsibilities of senior service managers is analytical skills. This skill is critical to many everyday senior service manager duties, as "it managers must analyze problems and consider and select the best ways to solve them." This example from a resume shows how this skill is used: "created value-added reporting for management insights and decision-making by integrating multiple data sources to tell a story using data visualization techniques. "
Communication skills. senior service manager responsibilities often require "communication skills." The duties that rely on this skill are shown by the fact that "it managers must explain their work to top executives and give clear instructions to their subordinates." This resume example shows what senior service managers do with communication skills on a typical day: "managed all aspects of project from initial demo to pilot testing and staff communication and adherence to hr guidelines. "
Organizational skills. Another crucial skill for a senior service manager to carry out their responsibilities is "organizational skills." A big part of what senior service managers relies on this skill, since "some it managers must coordinate the work of several different it departments to make the organization run efficiently." How this skill relates to senior service manager duties can be seen in an example from a senior service manager resume snippet: "demonstrated excellent time management, customer service, organizational, written and oral communication skills and analytical and problem solving abilities. "
The three companies that hire the most senior service managers are:
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Compare different senior service managers
Senior service manager vs. Manager of business services
Business Service Managers are administrative professionals who oversee different service-related functions in the company. They manage the teams involved in serving various functions. They ensure proper coordination between these teams. \They carefully allocate resources to cover their bases and ensure that services are available at all times. Business Service Managers prepare and draft policies and guidelines related to company services. They also ensure that these guidelines are properly cascaded and are followed by their constituents.
There are some key differences in the responsibilities of each position. For example, senior service manager responsibilities require skills like "client relationships," "cloud," "email marketing," and "financial services." Meanwhile a typical manager of business services has skills in areas such as "cpa," "business operations," "strong analytical," and "business services." This difference in skills reveals the differences in what each career does.
Managers of business services earn the highest salaries when working in the technology industry, with an average yearly salary of $110,546. On the other hand, senior service managers are paid more in the professional industry with an average salary of $132,840.managers of business services tend to reach similar levels of education than senior service managers. In fact, managers of business services are 1.1% less likely to graduate with a Master's Degree and 0.1% less likely to have a Doctoral Degree.Senior service manager vs. Director of managed services
A director of managed services is in charge of overseeing the business processes in an organization, ensuring efficiency and smooth workflow. Their responsibilities typically revolve around setting goals and objectives, managing the workforce, spearheading projects and campaigns, devising strategies to optimize services, and coordinating with analysts to identify new business opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach new heights, all while implementing the company's policies and regulations.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that senior service manager responsibilities requires skills like "email marketing," "customer service," "financial services," and "professional services." But a director of managed services might use other skills in their typical duties, such as, "portfolio," "healthcare," "product management," and "service management."
Directors of managed services earn a lower average salary than senior service managers. But directors of managed services earn the highest pay in the retail industry, with an average salary of $134,326. Additionally, senior service managers earn the highest salaries in the professional with average pay of $132,840 annually.Average education levels between the two professions vary. Directors of managed services tend to reach similar levels of education than senior service managers. In fact, they're 1.4% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Senior service manager vs. Service supervisor
A customer service supervisor's role is to oversee a team of customer service workers, ensuring their efficiency when it comes to engaging and assisting clients, all in the joint effort to boost sales and improve the client base. Aside from leading and supervising colleagues, a customer service supervisor must prepare progress reports about the team's workflow, set goals, devise strategies, verify all return refund operations, and coordinate with other managers and supervisors outside the unit. Furthermore, they must also handle calls and other forms of correspondence, building rapport while lending a helping hand.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from senior service manager resumes include skills like "project management," "client relationships," "business development," and "cloud," whereas a service supervisor is more likely to list skills in "patients," "cleanliness," "safety procedures," and "patient care. "
Most service supervisors achieve a lower degree level compared to senior service managers. For example, they're 7.4% less likely to graduate with a Master's Degree, and 0.5% less likely to earn a Doctoral Degree.Senior service manager vs. Service director
A service director is responsible for managing and implementing customer service policies and ensuring that all staff strictly adhere to reach the highest customer satisfaction. Service directors' duties include identifying business opportunities to improve customers' experience, monitoring the performance of the customer service team, developing strategic procedures on service delivery, creating new promotional offers and services, and coaching the team to increase business productivity. A service director must have excellent leadership and communication skills, as well as extensive knowledge of the customer service industry to lead the team and boost company sales.
Types of senior service manager
Updated January 8, 2025
