Expert Support Engineer- Cloud Applications / SaaS – Service Manager- Support

Scope:

The Service Manager – Team Lead is responsible for leading a team of Service Managers and ensuring consistent, high-quality service delivery to customers. This role combines people leadership, service governance, and customer escalation management, while ensuring adherence to ITIL processes and White Glove Support standards. The Team Lead acts as a critical link between Service Managers, support teams, and senior leadership

What will you do:

People Leadership & Development

• Lead, coach, and mentor Service Managers and support associates
• Conduct regular 1:1s, performance check-ins, and career development discussions
• Support onboarding and ramp-up of new team members
• Foster a positive, inclusive, and high-engagement team culture
• Drive completion of performance reviews, career conversations, and mandatory training

Service Delivery & Operational Excellence

• Oversee daily service operations to ensure SLA adherence and service quality
• Prioritize workload, incidents, and escalations
• Act as the first point of escalation for complex or high-risk customer issues
• Ensure adherence to ITIL processes
• Monitor KPIs such as response time, resolution time, backlog, and OSAT

Incident & Major Incident Governance

• Ensure compliance with Major Incident Management (MIM) governance
• Confirm timely acknowledgements and structured communications
• Coordinate bridge calls and SME participation
• Support post-incident reviews and RCA delivery

Customer & Stakeholder Management

• Act as escalation contact for customer dissatisfaction and SLA risks
• Bridge communication between customers, teams, and leadership
• Reinforce White Glove Support service mindset

Continuous Improvement

• Drive root cause analysis and problem management
• Identify process improvement opportunities
• Support automation and AI adoption
• Maintain accurate documentation and knowledge assets

What we want :

• 10+ years of experience in Service Management within cloud or SaaS environments
• Strong people leadership and coaching skills
• Solid understanding of ITIL practices
• Experience in Service Management or Production Support
• Strong customer communication and escalation handling skills
• Ability to work in a 24x7, high-pressure environment

Success Measures

• SLA adherence and service quality
• Reduction in repeat incidents and escalations
• Team engagement and performance
• Customer satisfaction and service health
• Adoption of continuous improvement initiatives

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.