Service Manager

All locations Amelia, United States; Hartford, United States; London, United Kingdom; Cincinnati, United States; Toronto, Canada; Role SummaryThe Voice & Contact Centre Service Manager owns the end-to-end delivery and performance of global Voice and Contact Centre services. This role ensures reliable, secure, and compliant services aligned to business and IT objectives, working closely with internal teams, business stakeholders, and external service providers in a global follow-the-sun model.Key ResponsibilitiesService Delivery & OperationsOwn the full service lifecycle for Voice and Contact Centre services, including KPIs and service level managementEnsure effective ITSM processes (Incident, Problem, Change) across assigned servicesManage regional escalations and service performance, identifying and driving improvementsCoordinate service changes, enhancements, and onboarding of new servicesGovernance, Risk & ComplianceManage governance, risk, and compliance processes and documentationOversee security controls, vulnerability management, and audit readinessTrack and support remediation of audit and compliance findingsMaintain accurate and auditable service assets and configuration itemsVendor & Stakeholder ManagementLead governance and performance management of External Service ProvidersMaintain strong vendor relationships aligned with internal standardsDefine and manage SLAs and OLAsAct as a primary point of contact for business stakeholdersFinancial & Reporting ManagementDevelop and report service KPIsSupport budgeting, forecasting, and purchase order managementTrack service costs and report financial risks or variancesContinuous Improvement & StrategyIdentify and implement improvements to tools, reporting, and ways of workingContribute to operational issue resolution and scalable improvementsSupport strategic initiatives and align services with global IT strategyExperience & QualificationsDegree in IT, Business Information Management, or equivalent experienceStrong IT service management experience with Voice and Contact Centre technologiesWorking knowledge of ITIL practices (Incident, Problem, Change)Experience managing services in a complex, global environmentProven financial and budget management experienceStrong stakeholder engagement and communication skillsSkills & CompetenciesVoice and Contact Centre service expertiseVendor and contract managementClear, effective communicationStrong analytical and problem-solving skillsAbility to operate in fast-paced, ambiguous environmentsDetail-oriented with a continuous improvement mindset Apply Now Save job