Service Manager

About the role

Inetum is seeking an experienced Service Manager to lead its service operations team. In this role you will ensure high‑quality service delivery, maintain customer satisfaction, and drive continuous improvement across the service portfolio.

Key responsibilities

• Lead, coach and manage a team of service professionals to meet delivery targets.
• Monitor SLAs, KPIs and service metrics, taking corrective actions when needed.
• Handle escalations and support resolution of critical customer issues.
• Define, improve and document standard service processes.
• Collaborate closely with Sales, Product and Technical teams.
• Plan team schedules, workloads and conduct performance reviews.
• Analyse customer feedback and implement improvement actions.
• Manage service budget, resources and external vendors.
• Maintain up‑to‑date service documentation and reporting.

Required profile

• Minimum 4 years experience as a Service Manager or in a comparable role.
• Proven experience managing teams of 5 + people.
• Degree in Business, IT, Engineering or a related field.
• Strong written and spoken English and Spanish.
• Customer‑focused mindset with the ability to work under pressure.

Required skills

• Hands‑on experience with ITSM tools such as ServiceNow, Zendesk or Jira.
• Knowledge of ITIL best practices (certification is a plus).