SERVICE MANAGER – ICT & SECUTIRY SOLUTIONS

Talent Seeds Corporate Solutions; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

We are seeking a detail-oriented Service Manager to lead our service department in Bengaluru, India. You will manage service interactions, implementations, maintenance, AMC revenue, reports, and project management, while ensuring the highest level of customer service and building strong customer relationships.

The ideal candidate has 10+ years of experience in ICT system integration, strong leadership and a sales-minded attitude, and a track record of improving service delivery and meeting SLAs.

Qualifications

• 10+ years of experience in a service leadership role within ICT/system-integrator contexts.
• Experience with ICT products and managing service teams across multiple projects.
• Strong leadership, communication, sales, and customer-service skills.
• Familiarity with ISO processes and internal audits is a plus.

Responsibilities

• Delegating and directing service tasks and monitoring project progress.
• Handling customer complaints quickly to maintain relationships and repeat business.
• Setting service level targets and improving continual service measures.
• Coordinating with OEM support for escalations and timely resolutions.
• Generating service revenue through AMC/supported charges.
• Maintaining CRM, processing orders, and tracking inventory.
• Inventory projection and management.
• Resolving service desk issues and improving productivity and customer service.

Skills

Leadership

Customer service

Sales

CRM

Project management

Team management

Communication

Education

Bachelor's degree / Diploma

Tools

CRM systems

Job description

Service Manager Job Description

We are looking for a detail-oriented service manager to manage our service department and handle customer service interactions, implementations and maintenance, amc revenue, reports, project management etc. The service manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the service team members. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

As a service manager, you should display a strong sales-minded attitude as well as excellent leadership skills. You should also have the ability to develop and maintain strong, positive relationships with customers and third-party vendors.

Service Manager Responsibilities

• Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives are met within the stipulated timelines/SLA’s.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Setting of service levels targets; analysis of data to inform decision making & Continual Service Improvement measures
• Coordinating with OEM support for escalations and ensuring timely resolutions
• Generate Service Revenue as per set targets in terms of Amc’s /Support charges.
• Assisting with or performing administrative tasks, such as managing and updating CRM, processing new orders, and tracking inventory.
• Inventory projection and management.
• Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Follow ISO Process , Conduct Internal Audits wo to ensure organisation objectives are met.
• Maintaining strong relationships with OEM’s /Disti .
• Ensure accreditation and certification requirements of various OEM’s.
• Training and working on Skill set matrix based on gap analysis.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

Service Manager Requirements

• A bachelor's degree /Diploma with about 10 plus years of experience.
• Experience working with a system integrator covering ICT products would be preferred.
• Previous experience managing this role/teams may be advantageous.
• Excellent leadership, communication, sales, and customer service skills.
• Computer literacy and good organizational skills.
• Strong creative thinking and problem-solving skills.
• The ability to work under pressure and handle stress