Service Manager

As a Service Manager at DEPT®, your primary responsibilities include managing the end-to-end service delivery for our clients, ensuring high performance and reliability of managed services, communicating with clients about service performance, and collaborating with internal teams to resolve issues swiftly. You will also lead regular service reviews with clients, addressing their needs and maintaining strong relationships, all while adhering to SLAs and KPIs.

To become a Service Manager at DEPT®, you should have at least 3 years of experience in a project management or IT operations role, preferably in a digital agency. Familiarity with Atlassian services like JIRA, excellent problem-solving abilities, and a proactive service mindset are essential. Strong communication skills, the ability to manage complex incidents, and a passion for technology and digital experiences are also highly valued.

The hybrid work model for the Service Manager position at DEPT® allows for a flexible schedule where employees typically work 2-3 days in the office, depending on their location. This approach aims to offer a balance between collaboration in the office and the flexibility of working from home, ensuring you can manage your responsibilities while enjoying a work-life balance.

As a Service Manager at DEPT®, you will work with a diverse range of clients, from global brands like Gant and Inter Milan to local businesses. This variety offers a unique opportunity to engage with different industries and contribute to enhancing their digital experiences, allowing you to further develop your skills and expand your professional network.

DEPT® offers a plethora of benefits to its Service Managers, including a flexible working policy, 24 vacation days, access to professional development through the DEPT®/YOU Learning Menu, health and wellness contributions, and discounts for commuting. With a focus on inclusivity and a great workplace culture, DEPT® also provides opportunities for growth and a chance to work with exciting clients.

In my previous role, I regularly communicated with clients to understand their needs and expectations. I made it a point to establish trust by being transparent about project statuses and proactively addressing any concerns. This included leading service review meetings and ensuring feedback was incorporated into our service delivery.

I prioritize client requests by assessing each request's impact on the client's business and the urgency of the issue. I use tools like JIRA to track incoming requests and collaborate with my team to allocate resources effectively, ensuring that high-priority incidents are addressed swiftly while maintaining overall service quality.

In case of a critical service incident, my first step would be to coordinate an immediate response with the engineering team to resolve the issue. I would communicate transparently with the affected client, keeping them informed about our progress and ensuring that we adhere to SLAs. After resolution, I’d lead a review to analyze the incident and implement measures to prevent future occurrences.

To meet or exceed client expectations, I believe in setting realistic and clear goals from the outset. Regular communication is key to understanding their changing needs, and I strive to go beyond by offering suggestions for enhancements that align with their business objectives. Keeping the lines of communication open fosters a collaborative relationship.

At my previous job, a client experienced a significant drop in their service performance during peak hours. I led an analysis of the technical setup and identified bottlenecks in the infrastructure. By implementing a more scalable solution and improving load balancing, we restored performance, resulting in higher client satisfaction and minimal downtime.

I focus on using clear and straightforward language when communicating with non-technical stakeholders. I prepare reports and summaries that outline technical issues and resolutions in layman’s terms. Additionally, I encourage questions to ensure they fully understand the implications of certain decisions on their services.

Teamwork is essential in my role. Collaborating closely with developers, designers, and other stakeholders ensures that we deliver seamless service. I foster a supportive team environment where everyone feels empowered to share ideas and solutions, which ultimately enhances our service delivery and client relationships.

I have extensive experience with SLAs, understanding their importance in managing client expectations. I ensure all team members are aware of SLA commitments and monitor service metrics regularly to ensure we remain compliant. This allows us to maintain trust and accountability with our clients.

I actively pursue continuous learning through online courses, webinars, and industry conferences to stay current with tech trends and tools. Networking with other professionals also provides insights into best practices and new approaches, which I believe is crucial in the fast-paced tech landscape.

I admire DEPT® for its innovative approach and reputation for fostering an inclusive culture. The opportunity to work with diverse clients and talented colleagues excites me, and I believe my skills in service management align perfectly with DEPT®’s mission to deliver outstanding digital experiences. I am eager to contribute my expertise while continuously learning in such a dynamic environment.