A Service Manager is responsible for delivering the promises of Frends customer service agreements on an operational level. The service manager can be responsible for several clients, sometimes from a single sector and sometimes from different sectors. The number of client accounts depends on the services provided to the clients.

What the job involves

A Service Manager’s job involves, for example, client communication, various meetings with clients and internally, planning of resourcing the work, and reporting. In smaller projects, the Service Manager often plays the role of project manager. Each account has a designated Key Account Manager (KAM) who is responsible for the account from a sales perspective. The Service Manager has a strong operational focus and works closely with the KAM.

A Service Manager's job requires quick reactions to changing situations. One of our Service Managers commented: "I create calendar reminders of things to do so I can keep on top of things. In this job, everyone needs to find the best methods that suit them because a Service Manager is responsible for supervising the developers and their day-to-day activities and the clients' service levels."

A typical day

A typical day often includes a variety of meetings: project, specification, service management, or weekly small development meetings. Most of the recurring meetings are conducted via e-meetings, although clients are sometimes seen face-to-face when possible.

In addition to meetings, a lot of time is spent communicating with clients, prioritizing work, and discussing the status of jobs. Time is also spent on supervising developers. Internal communication includes, for example, a weekly team meeting and resource meeting, where you agree on distributing developers' work between different clients.

The best thing about being a Service Manager

We asked our Service Managers what they like best about their job.

“The people – the customers and colleagues. Also, the work is varied, and each day is different. You never know in the morning what the day will bring.”

"I feel good about my job when I have served my customers well. It's rewarding to successfully resource a client for an urgent job or solve a problem together. Sometimes you might have to work on a production problem for a long time, but even those things make you feel good when you get things working."

"The most important thing for me is that I enjoy coming to work every day, and each day is a little different."

Read more about the role from our other blog.