The role of Service Manager

The IT department in any large corporation will be involved in several important activities, often activities that transcend traditional departmental boundaries, and overseeing them all will be a Service Manager. This highly important individual will have a role that connects with all parts of the business, with a particular emphasis on hardware and software applications, computer networks and various systems and processes.

Duties and responsibilities - What does a Service Manager do?

A raft of responsibilities come under the ownership of a Service Manager, including:

• Nurturing mutually rewarding relationships with clients, suppliers, support staff and security personnel 
• Introducing innovative solutions that will improve client services without negatively impacting the company 
• Setting targets and goals for IT staff, and monitoring performances against them 
• Working closely with external providers of technology, software, and security services 
• Managing a team of IT specialists, to include recruitment, development, training, and discipline 
• Pinpointing the need for updates, migrations, and upgrades

Qualities needed for a successful Service Manager

Service Managers tend to be highly experienced specialists who are able to maintain an extremely close attention to detail. They will have a thorough understanding of hardware, software applications, business processes and how they affect a business environment, allied to a sound knowledge of the principles of networking and cloud computing. 

There’s far more to this role than technical expertise, however. Successful Service Managers will be inspirational leaders, dynamic individuals who are able to bring together the talents of an often-disparate group of individuals to create a powerful force for change and improvement. A background in people management will prove to be a major advantage for any candidate.

It’s also vital for Service Managers to be good communicators. They will need to get their message across to the team, of course, and they will also have to know how best to report back to senior management about the daily running of their department. An insistence on accuracy allied to an analytical mind will go a long way in this role.

Qualifications and technical skills - How to become a Service Manager?

Potential employers will be looking for candidates with a strong academic background, preferably including a bachelor’s degree. Relevant subjects include computer science, advanced mathematics, computer programming and information technology. Proven examples of critical thinking, interpersonal communication, project management and team leadership will also prove useful in an application.

Competence in various IT system management applications will also be a potential game changer. They include the likes of SolarWinds, N-able Suite, ManageEngine ServiceDesk Plus, Alloy Navigator and ServiceNow. A good knowledge of computer languages can also be seen as beneficial in some roles.

Career development - What is the next step after Service Manager?

Career development in the IT sector is highly impressive, and there are many potential paths for an IT Service Manager to take. They include the possibilities offered by roles such as Lead Service Manager, Head of Service Management, Director of IT, Head of Cybersecurity and more.

Salary and remuneration - How much does a Service Manager make?

IT Service Manager is an important and prestigious role, and the salary packages in the current market will reflect this.