Account and Service Manager
Job Code
AccountService-090126Location
RemoteTerms
Contract / Project-Based • Senior / Management Level • Long-Term Managed ServicesSalary/Rate
Depends on ExperienceSkills Required
Service delivery management, account management, SLA management, ITIL, managed services, service desk management, incident and escalation management, client relationship management, KPI reporting, service reviews, change management, risk managementJob Overview
We are seeking an experienced Account and Service Manager to lead client service delivery for an enterprise managed-services engagement.
The Account and Service Manager will serve as the primary service-management point of contact for the client and will be responsible for SLA adherence, service quality, reporting, escalation management, client communications, and coordination across technical and operational teams.
Responsibilities
- Serve as the primary service-management point of contact for the client.
- Manage overall service delivery and ensure contractual service levels and operational commitments are achieved.
- Monitor SLA and KPI performance and coordinate corrective actions where necessary.
- Oversee the managed-services support and service-desk structure.
- Ensure incidents, service requests, problems, and changes are managed through established processes.
- Coordinate escalation of critical and high-priority incidents.
- Maintain clear communication with client stakeholders during major incidents and service disruptions.
- Conduct regular service-review meetings and present service performance, trends, risks, and improvement recommendations.
- Produce and coordinate monthly, quarterly, and other required service reports.
- Work with the Technical Account Manager and engineering teams to address recurring operational issues.
- Coordinate incident, problem, change, release, and escalation-management processes.
- Track service risks, issues, dependencies, and improvement initiatives.
- Ensure support procedures and escalation paths remain current and effective.
- Coordinate knowledge transfer and service documentation.
- Promote continuous improvement across service-desk and managed-services operations.
- Ensure technical and support resources are appropriately engaged to meet client requirements.
- Maintain strong working relationships with client management, technical teams, and service stakeholders.
Skills and Qualifications
Required Skills and Qualifications
- 7+ years of experience in IT service delivery, managed services, technical account management, service management, or a related field.
- Demonstrated experience managing enterprise technology services and client relationships.
- Strong experience with SLA, KPI, incident, problem, change, and escalation management.
- Experience managing or coordinating service-desk and technical support functions.
- Strong knowledge of ITIL-based service-management practices.
- Experience coordinating multidisciplinary technical teams.
- Strong executive communication, reporting, and presentation skills.
- Ability to manage critical incidents and communicate effectively with senior stakeholders.
Preferred Qualifications
- Experience supporting cloud, web hosting, application management, or enterprise digital platforms is preferred.
- ITIL certification is strongly preferred.
- PMP, PRINCE2, or comparable service/project management certification is a plus.
Additional Requirements
Ideal Candidate
The ideal candidate is an experienced service-delivery leader who can balance client relationship management with operational accountability. This person should be comfortable managing SLAs, service reviews, escalations, technical teams, and executive communications while ensuring consistent, high-quality service delivery.