Service Manager

Location: Cincinnati OH or Hartford CT (In-office 40-50%)

Role Summary

The 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 Responsibilities

Service Delivery & Operations

• Own the full service lifecycle for Voice and Contact Centre services, including KPIs and service level management
• Ensure effective ITSM processes (Incident, Problem, Change) across assigned services
• Manage regional escalations and service performance, identifying and driving improvements
• Coordinate service changes, enhancements, and onboarding of new services

Governance, Risk & Compliance

• Manage governance, risk, and compliance processes and documentation
• Oversee security controls, vulnerability management, and audit readiness
• Track and support remediation of audit and compliance findings
• Maintain accurate and auditable service assets and configuration items

Vendor & Stakeholder Management

• Lead governance and performance management of External Service Providers
• Maintain strong vendor relationships aligned with internal standards
• Define and manage SLAs and OLAs
• Act as a primary point of contact for business stakeholders

Financial & Reporting Management

• Develop and report service KPIs
• Support budgeting, forecasting, and purchase order management
• Track service costs and report financial risks or variances

Continuous Improvement & Strategy

• Identify and implement improvements to tools, reporting, and ways of working
• Contribute to operational issue resolution and scalable improvements
• Support strategic initiatives and align services with global IT strategy

Experience & Qualifications

• Degree in IT, Business Information Management, or equivalent experience
• Strong IT service management experience with Voice and Contact Centre technologies
• Working knowledge of ITIL practices (Incident, Problem, Change)
• Experience managing services in a complex, global environment
• Proven financial and budget management experience
• Strong stakeholder engagement and communication skills

Skills & Competencies

• Voice and Contact Centre service expertise
• Vendor and contract management
• Clear, effective communication
• Strong analytical and problem-solving skills
• Ability to operate in fast-paced, ambiguous environments
• Detail-oriented with a continuous improvement mindset