What does a service manager do?
Service managers are employees who oversee the departments related to providing services to customers. They ensure that service delivery agreements are met by employees in the department. Service managers meet with stakeholders to set service delivery metrics and department goals. They then create strategies to reach these metrics and goals. They are responsible for cascading such goals and metrics to their employees and ensuring that the employees understand what they need to do. Service managers should have a deep understanding and appreciation of the company and its business so that they can create strategies that are in line with the company's identity. They should also be familiar with the customer profiles of the company. Service managers are also responsible for creating department reports and sharing these with stakeholders.
Service manager responsibilities
Here are examples of responsibilities from real service manager resumes:
- Manage compliance with all safety requirements to meet OSHA regulations.
- Manage a staff of eight employees and maintain oversight of all departments and staff.
- Utilize ADP software to prepare contract estimates, manage client and vehicle records, and time management.
- Lead and consult in several projects which lead to the justification and approval of new ERP platform implementation.
- Supervise employees and operations as well as coordinating third party vendors, manage logistics, operate and maintain all equipment.
- Coordinate with training department to achieve and maintain the necessary skills within the region to achieve operating goals and KPIs.
- Establish and maintain an effective preventative maintenance program for the continued operation of customer HVAC units.
- Assist with supervision of merchandising and store cleanliness and resolve customer complaints in a manner which ensure customer retention.
- Promote rapidly from floater to ASM.
- Assist other ASM's on daily basis.
- Company are able to get an ISO certification.
- Complete oversight of all service personnel for entire AOR.
- Maintain vault, ATM, TCD and order weekly cash shipments.
- Maintain job safety with regular OSHA compliance training and internal monitoring.
- Review civil, geotechnical, and construction engineering plans & reports.
Service manager skills and personality traits
We calculated that 12% of Service Managers are proficient in POS, Performance Reviews, and Cash Handling. They’re also known for soft skills such as Management skills, Problem-solving skills, and Time-management skills.
We break down the percentage of Service Managers that have these skills listed on their resume here:
- POS, 12%
Network Administration - Design, maintain, install regional LAN/WAN s and POS s (point of sale systems).
- Performance Reviews, 8%
Provided coaching and development to supervisors and agents, including performance reviews, scheduled monitoring sessions, recognition and disciplinary feedback.
- Cash Handling, 8%
Focused on excellent customer service skills, cash handling procedures and office administration duties
- Food Handling, 7%
Maintained thorough knowledge in all sanitation and safety regulations for food handling and preparation.
- Cleanliness, 5%
Worked extensively with Facilities Management and Engineering departments to ensure property wide cleanliness, functionality, and appearance.
- Project Management, 5%
Project Management PowerPoint Communication Collaboration Research
Common skills that a service manager uses to do their job include "pos," "performance reviews," and "cash handling." You can find details on the most important service manager responsibilities below.
Problem-solving skills. Many service manager duties rely on problem-solving skills. "top executives need to identify and resolve issues within an organization," so a service manager will need this skill often in their role. This resume example is just one of many ways service manager responsibilities rely on problem-solving skills: "resolved problems in response to customer reported incidents and provided feedback on problematic trends and patterns in customer support requirements. "
Time-management skills. This is an important skill for service managers to perform their duties. For an example of how service manager responsibilities depend on this skill, consider that "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a service manager: "planned and managed in-house training for technician staff that resulted in 15% to 20% reduction in installation time. ".
Communication skills. service manager responsibilities often require "communication skills." The duties that rely on this skill are shown by the fact that "top executives must be able to convey information clearly and persuasively." This resume example shows what service managers do with communication skills on a typical day: "provided customer support by means of direct personal communication and resolved customer service issues. "
Leadership skills. Another common skill required for service manager responsibilities is "leadership skills." This skill comes up in the duties of service managers all the time, as "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." An excerpt from a real service manager resume shows how this skill is central to what a service manager does: "recruited by executive leadership to establish the customer support department and quality assurance department for start-up company. "
The three companies that hire the most service managers are:
- Deloitte768 service managers jobs
- Ernst & Young470 service managers jobs
- Pwc452 service managers jobs
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Compare different service managers
Service manager vs. Account manager and customer service manager
A customer service representative manager is responsible for ensuring customers' satisfaction by addressing their needs and managing their complaints about goods and services offered by the company. A customer service manager monitors staff performance, trains new customer service staff, implements strategic procedures to assist customers, allocates the department's budget and resources, creates loyalty programs, and sets customer service operations goals. A customer service representative manager must display outstanding communication and leadership skills to oversee daily operations and maintain a good reputation for the company.
These skill sets are where the common ground ends though. The responsibilities of a service manager are more likely to require skills like "pos," "performance reviews," "cash handling," and "food handling." On the other hand, a job as an account manager and customer service manager requires skills like "account management," "purchase orders," "customer accounts," and "vendor invoices." As you can see, what employees do in each career varies considerably.
The education levels that account manager and customer service managers earn slightly differ from service managers. In particular, account manager and customer service managers are 3.6% less likely to graduate with a Master's Degree than a service manager. Additionally, they're 0.3% less likely to earn a Doctoral Degree.Service manager vs. Customer service representative manager
A customer service/call center manager is responsible for monitoring the operations of a call center department, ensuring that the team members provide excellent customer service to the clients by responding quickly to their inquiries and concerns and providing immediate resolutions for complaints. Customer service/call center managers keep track of the staff's performance, analyzing metrics, and developing strategies to maximize productivity. They also assist the representatives in handling difficult calls and escalated complaints, authorizing refunds, and replacing products as needed. To perform these tasks, a customer service/call center manager must have excellent leadership and communication skills.
In addition to the difference in salary, there are some other key differences worth noting. For example, service manager responsibilities are more likely to require skills like "performance reviews," "cash handling," "food handling," and "cleanliness." Meanwhile, a customer service representative manager has duties that require skills in areas such as "pet," "customer accounts," "inbound calls," and "customer orders." These differences highlight just how different the day-to-day in each role looks.
On average, customer service representative managers earn a lower salary than service managers. Some industries support higher salaries in each profession. Interestingly enough, customer service representative managers earn the most pay in the finance industry with an average salary of $34,787. Whereas service managers have higher pay in the technology industry, with an average salary of $81,922.In general, customer service representative managers achieve lower levels of education than service managers. They're 5.5% less likely to obtain a Master's Degree while being 0.3% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for service managers in the next 3-5 years?
L. Taylor Damonte
Professor/Director, Coastal Carolina University
Service manager vs. Customer service-call center manager
A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a service manager is likely to be skilled in "pos," "performance reviews," "cash handling," and "food handling," while a typical customer service-call center manager is skilled in "inbound calls," "data entry," "customer care," and "computer system."
Customer service-call center managers earn the best pay in the telecommunication industry, where they command an average salary of $34,481. Service managers earn the highest pay from the technology industry, with an average salary of $81,922.When it comes to education, customer service-call center managers tend to earn similar degree levels compared to service managers. In fact, they're 4.9% less likely to earn a Master's Degree, and 0.3% less likely to graduate with a Doctoral Degree.Service manager vs. Customer service/operations manager
Types of service manager
Updated January 8, 2025
