Service Manager

Role Summary

The Service Manager owns the end‑to‑end customer service experience for an assigned portfolio of customers, ensuring delivery aligns with contractual commitments and agreed service levels. This role is accountable for driving service excellence, maintaining strong customer relationships, and delivering continuous improvement across the service lifecycle. Acting as the customer ’s primary operational lead, the role balances service performance, issue resolution, and long ‑term value creation to enhance customer satisfaction and differentiate GTT through consistent service delivery.

Duties and Responsibilities

• Own and manage the end‑to‑end service experience for assigned customers, ensuring

alignment with service level agreements and contractual commitments.

• Monitor and analyse service performance through reporting, identifying trends and risks and

implementing service improvement plans as required.

• Act as the primary escalation point for service issues, ensuring timely resolution and clear

communication with customers and internal stakeholders.

• Coordinate cross‑functional operational teams to deliver service improvements and ensure

shared accountability for customer outcomes.

• Maintain proactive, transparent communication with customers throughout the service

lifecycle.

• Build and maintain strong relationships with customer stakeholders, including engagement at

senior levels where appropriate.

• Partner with Account Managers to identify service‑led opportunities for growth and support

value creation across the customer lifecycle.

• Lead service reviews and drive continuous improvement initiatives to enhance performance,

efficiency, and customer satisfaction.

• Ensure service delivery processes are followed consistently and support overall operational

quality and governance.

Required Experience / Qualifications

• Proven experience in Service Management or customer service delivery within

telecommunications, technology, or professional services environments.

• 3+ years of service delivery experience.
• 3+ years of experience in a Managed Service, Telecommunications, or ISP environment.
• Strong understanding of service level agreements and service performance management.
• Excellent customer‑facing communication skills with the ability to manage complex issues and

expectations.

• Ability to coordinate cross‑functional teams and manage multiple priorities simultaneously.
• Strong organisational skills and ability to manage competing demands effectively.

Desirable Experience / Qualifications

• ITIL qualification and familiarity with service management frameworks.
• Experience working with enterprise or multinational customers.
• Commercial awareness and experience supporting account growth or service‑led value

initiatives.

Hours/Travel/Shift

Normal Office working hours. Remote with flexibility to travel as and when required for customer/team meetings.