Service Manager - Professional Services

Job Description

Job Description

The Service Manager - Professional Services leads and oversees the Professional Services team to ensure the efficient, secure, and profitable delivery of client projects and engagements. This role requires a balance of strategic vision, operational management, and hands-on leadership to maintain service excellence, meet financial goals, and drive continuous improvement.

The Service Manager is responsible for ensuring that all client projects and professional services are delivered to the highest standards—aligned with our brand promise of “Do It Right the First Time”—and consistent with our core value of “Learn and Teach Every Day.” This includes identifying process improvements, fostering a collaborative team culture, and providing mentorship to develop technical and leadership skills within the team.

Success in this role demands strong critical thinking, flexibility, and teamwork, as the Service Manager must navigate evolving client needs, balance resources effectively, and anticipate challenges in a fast-paced environment. This individual partners with the COO to align departmental goals with the company’s strategic plan and financial objectives.

The Service Manager works closely with leadership, technical teams, and clients to maintain alignment between business goals and IT service delivery.

This is a hybrid position requiring a minimum of two days in the office each week. Additional days may be required for new employee onboarding and team development.

Key Responsibilities

Service Delivery & Operational Excellence

• Ensure consistent delivery of high-quality services that meet or exceed client expectations.
• Oversee project execution to ensure adherence to budget, timelines, and deliverables.
• Monitor, evaluate, and improve workflows to enhance operational efficiency, availability, security, and compliance.
• Implement and refine processes that support scalability and repeatable success.

Team Leadership & Development

• Provide day-to-day leadership for Professional Services team members.
• Identify skills gaps and work with the Talent Development Director to create opportunities for professional growth, training, and certification.
• Facilitate problem-solving and creative-thinking sessions to address challenges and innovate service delivery.
• Mentor emerging leaders and provide guidance for onboarding and developing new hires.
• Deliver timely, constructive feedback to reinforce strengths and address performance concerns.

Strategic Planning & Business Alignment

• Partner with the COO to contribute to annual budgeting and departmental planning.
• Monitor departmental performance against financial goals, identifying opportunities for cost control and revenue growth.
• Participate in long-term service strategy discussions to align resources and capabilities with market needs.

Compliance & Process Standardization

• Regularly review service processes for inefficiencies and implement enhancements to improve delivery quality.
• Ensure all project work and service activities align with best practices for security and compliance.
• Maintain structured documentation for audit readiness and knowledge sharing.

Communication & Collaboration

• Maintain clear, transparent communication with internal stakeholders and clients regarding project status, priorities, and risks.
• Lead departmental Level 10 meetings and communicate cascading messages from leadership.
• Foster collaboration with cross-functional teams to ensure service consistency and alignment with company standards.
• Support the company’s Entrepreneurial Operating System (EOS) initiatives.

Additional Responsibilities:

• Participate in professional training sessions and share key learnings to foster individual and organizational improvement.
• Perform additional duties as assigned to support company goals.

Qualifications & Skills

Technical & Service Management Expertise

• Proven experience in managing professional and consulting service delivery within a Managed Service Provider (MSP) or similar IT services environment.
• Strong understanding of project delivery best practices, including scope management, budget adherence, and quality assurance.
• Experience optimizing workflows, resource allocation, and processes to maximize efficiency and profitability.
• Ability to interpret service and project metrics, identify trends, and implement data-driven improvements to enhance performance, quality, and client satisfaction.
• Broad technical background with exposure to both systems and networking, including:
  • Windows Server, Active Directory, Group Policy, and Microsoft 365 administration.
  • Network infrastructure fundamentals
  • Virtualization platforms storage and backup/disaster recovery solutions.
  • Awareness of cloud platforms and security practices.

Leadership & Team Development

• Demonstrated ability to lead, mentor, and develop a high-performing technical team delivering professional and consulting services.
• Skilled in coaching, performance management, and fostering accountability to drive results and individual growth.
• Strong collaboration and interpersonal skills to create a positive team culture that encourages innovation and knowledge sharing.
• Ability to identify and prepare future leaders by providing career development opportunities and challenging assignments.

Critical Thinking & Problem-Solving

• Strong analytical skills to assess operational and client challenges and implement effective solutions.
• Ability to balance competing priorities, make informed decisions under pressure, and adapt to shifting client and business needs.
• Proactive mindset to anticipate obstacles, mitigate risks, and implement preventive measures.
• Capacity to manage escalations and resolve conflicts constructively while maintaining a client-first approach.

Client Engagement & Communication

• Excellent verbal and written communication skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Proven ability to build trust and maintain strong client relationships through responsiveness, transparency, and consistent delivery.
• Skilled in facilitating strategic discussions with clients to align professional services with business goals.
• Experience managing client escalations with professionalism, diplomacy, and a focus on resolution.

Business & Strategic Alignment

• Understanding of business financials related to professional service efficiency, billable utilization, and project profitability.
• Ability to align service delivery with company objectives and actively contribute to strategic and budget planning.
• Experience implementing processes and solutions that support long-term business growth and scalability.

Software & Tools Proficiency

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for reporting, documentation, and professional presentations.
• Experience with ticketing platforms, such as ConnectWise, Autotask, or ServiceNow.
• Familiarity with collaboration and communication platforms including Microsoft Teams, Slack, and Zoom.

Physical Requirements and Work Environment

• Sitting for extended periods while working at a computer.
• Occasional lifting and moving of IT equipment (e.g., laptops, desktops, peripherals, or small networking devices) weighing up to 25 lbs.
• Hybrid work model – combination of remote work and in-office presence.
• Office setting: Open-space office environment with shared workstations and collaborative areas.
• Remote work: Requires a reliable internet connection and a dedicated workspace, free of distractions, for focus and productivity.
• Travel: This position requires occasional travel to client and prospect locations for meetings.
• Collaboration: Regular virtual meetings, calls, and team interactions through digital communication tools.
• Pace of work: Fast-paced environment requiring multitasking, attention to detail, and adaptability.

Benefits

• Medical, dental and vision insurance
• Short and long term disability
• Life insurance
• 401(k) with company match
• Paid time off
• Company holidays
• Birthday bonus day
• Anniversary bonus day(s)
• Celebration day
• Paid certifications