Skip to content

Who is a Service Manager (SM)

The profession of Service Manager can have a wide range of specific categories: Profesional Service Manager, Service Operations Manager, Customer Service Manager, Delivery Manager, IT Service Manager, Business Service Manager, Site Manager, Regional Service Manager, Country Service Manager, Global Service Manager, etc.
For becoming a Service Manager, we can find the largest education material in the IT field, but all this matter can be extended to any business service. So Service Managers professionals has a large job opportunities in the real world.
We have been searching the best definition for Service Managers, and we have choosen a definition (that we have adapted to the context):
Companies try everything they can to reach out to Customers and keep them happy. Many times, these companies hire highly skilled managers who fulfill a variety of duties related to the services that the company provides. In addition to performing managerial duties, these managers often make decisions that change the entire policy of the company.




Service Managers are responsible for building and managing all the terms for providing services to Customers, often delivered with Service Level Agreements (SLAs). These managerial tasks include design, meassure and analysis of the Service Quality, aligning services resources to Business needs, hiring, assigning duties, training and evaluating all the teams involved. These managers are also responsible for managing the resources that the service team has access to. Service Managers must be able to identify potential problems regarding Customers, document these problems, devise solutions and document these solutions. These managers also have a variety of duties that are specific to the type of industry that they works in.


Service Managers spend the majority of their time in offices. These managers sometimes have to travel in order to perform demos at trade shows, product seminars and user group presentations. They sometimes must also travel to meetings to present budget plans, strategic plans and annual forecasts. The work week for a professional service manager is usually 40 hours long.


Service Managers usually have post-secondary education in a field related to the industry they are in. Common degrees are business administration and marketing. They usually have to have previous experience in order to work in this position. Professional service managers must have good interpersonal skills since they must build relationships with Customers. They must also have good written and oral communication skills since they must serve as an advisor to other members of the company regarding Customer service. Having the ability to communicate in a foreign language will increase the marketability of the professional service manager. They must also be able to take initiative.


The Bureau of Labor Statistics predicted that the need for Service Managers is expected to grow by 13 percent between 2008 and 2018. The need for Service Managers will be driven by increased competition between companies for the attention of Customers. Expanding foreign markets will increase the need for these managers to market to and appeal to foreign Customers.


The median earnings for Service Managers in 2008 were $97,260, according to the Bureau of Labor Statistics. However, the earnings of these managers can vary widely based on the size of the company they work for and the number of responsibilities in the position.
Image: © Yuri Arcus –