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PODS Service Manager at Harbor IT. Location Information: USA. Key Responsibilities:. • Own the client service experience: Manage the relationship and service quality for an assigned group of clients.. • Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).. • Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.. • Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.. • Support onboarding of new clients by coordinating service handover from projects to operational support.. • Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.. • Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.. • Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.. • Manage client communications during major incidents, planned maintenance, and other impactful events.. • Mentor and coach technical staff in customer service best practices and operational excellence.. • Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.. • Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods.. • Support financial management by monitoring service hours, contract compliance, and out-of-scope requests.. • Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them..  . Requirements:. Education and Experience:. • Bachelor's degree in Information Technology, Business Management, or a related field (or equivalent work experience).. • 5+ years in IT service management, service delivery, or account management, preferably within an MSP environment.. • Strong understanding of ITIL framework and service management principles.. Technical Skills:. • Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.. • Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).. • Ability to interpret technical information and explain it to non-technical stakeholders.. • Strong understanding of SLA management, incident escalation, and problem management processes.. Soft Skills:. • Excellent communication and interpersonal skills, both written and verbal.. • Strong organizational and project management abilities.. • Client-first attitude with a focus on building trust and long-term partnerships.. • Ability to remain calm and focused under pressure.. • Problem-solving mindset with a proactive approach to continuous service improvement.. Leadership qualities, with the ability to motivate and coordinate cross-functional teams.. Preferred Certifications:. • ITIL v4 Foundation (required or willingness to obtain within 6 months).. • PMP, CSM, or other project/service management certifications (a plus).. • Technical certifications (CompTIA, Microsoft, AWS) are a bonus, demonstrating technical aptitude.. Service Manager KPIs and Metrics. 1. Service Quality Metrics. • 95% of tickets/incidents resolved within SLA timeframes. • 90% of tickets resolved without needing escalation or reopen. • 10% of total tickets that require Tier 2+ or urgent escalation. 2. Client Satisfaction Metrics. • Average satisfaction survey rating after tickets or service reviews (target: 95%+ positive). • Net Promoter Score (NPS) greater than 50. o Measures client loyalty (ask: "How likely are you to recommend our services?"). 3. Operational Efficiency Metrics. • Less than 5% of open tickets older than SLA thresholds (monitor backlog and drive closure). • 98% of major incidents with a documented RCA within defined time (e.g., 5 business days). • 6 proactive service improvement actions quarterly. 4. Client Retention and Growth Metrics. • Less than 3% of managed clients lost annually. • 20% of clients adding new services (upsells) influenced by Service Manager partnership. 5. Internal Leadership and Development Metrics. • 100% of Service Desk team members participating in ongoing training/improvement sessions initiated by Service Manager