[Hiring] Service Manager @TPx

Role Description

The Service Manager serves as the primary post-sale operational contact for assigned customers, with responsibility for coordinating service-related activities, managing issue intake, and proactively identifying customer risks. This role ensures customer requests are appropriately assessed, prioritized, and routed to the correct internal teams while maintaining clear communication, accountability, and follow-through until resolution.

Working closely with Account Management, Support, and other cross-functional teams, the Service Manager helps drive service stability, operational excellence, and a positive customer experience. The role is responsible for monitoring customer health, facilitating timely escalation of issues, and ensuring customers receive proactive support throughout their lifecycle.

By maintaining strong operational oversight and fostering effective collaboration across the organization, the Service Manager plays a critical role in customer retention, satisfaction, and long-term success.

Qualifications

• High school diploma or equivalent.
• Demonstrated experience owning post-sale customer relationships.
• Experience coordinating across multiple internal teams (e.g., technical support, engineering, implementation) to drive resolution and accountability.
• Bachelor's degree in a technical, business, or related field is preferred but not required.
• Prior experience in a Managed Service Provider (MSP) or IT services organization.
• Familiarity with ITIL concepts such as incident, change, and request management (certification not required).
• Exposure to renewal, retention, or customer lifecycle management motions.
• Familiarity with CRM and service management platforms (e.g., Salesforce, ServiceNow or similar).

Requirements

• Proven ability to identify, assess, and escalate customer risk early, including comfort with difficult or high-stakes conversations.
• Strong relationship ownership skills, including the ability to build trust through accountability, transparency, and follow-through.
• Working understanding of modern managed services environments, including networking, connectivity, cloud productivity platforms (e.g., Microsoft 365), and security concepts.
• Ability to interpret technical issues at a conceptual level and translate them into customer impact and retention risk without performing hands-on technical work.
• Strong written and verbal communication skills, including the ability to provide concise, structured updates to leadership and customers.
• Demonstrated discipline in documentation, activity tracking, and use of defined processes or frameworks.
• Ability to manage multiple accounts and competing priorities while maintaining judgment and escalation discipline.
• Ability to work independently and exercise sound judgment in ambiguous situations.
• Willingness to operate within defined guardrails, escalation paths, and governance models.

Benefits

• Equal Opportunity / Affirmative Action employer.
• Commitment to providing reasonable accommodations for qualified individuals with disabilities.