Service Manager

The Service Manager is the person knowing the customer personally (both technical and non technical staff) and technically (requirements, platform and services), as required to become the person at VSHN who knows the customer best. Their main responsibilities include knowing what’s currently going on, refining unclear requests, and coordinating tasks.

Duties

Be
  • The person at VSHN who knows the customer best, available for general requests or as an escalation level.

Coordinate
  • With all involved Squads.

  • With Project Managers and Product Owners.

  • Incident management.

  • Knowledge transfer and design decisions, for example:

    • Connect the correct engineers to solve a problem.

    • Ensure technical knowledge distribution, VSHN-wide.

Overview
  • Of all projects, running and planned, for a specific customer.

  • Of who is working on what (on a high level).

Manage
  • Priorities, together with the customer, for example sorting out "nice-to-haves" in favor of solving problems, to prevent future incidents.

  • Changes together with the customer and internal stakeholders.

  • Project vs other tasks priorities.

Ensure
  • Platform and service documentation is up to date; effort coordination for fix where needed.

  • Customer contacts (focused on projects and operations) are up to date in our documentation (ERP).

Refine
  • Unclear customer tickets (should Triage not be able to do so).

Support
  • Project Managers with current projects (coordination with existing services, for example).

  • Sales (new projects or services for existing customer).

  • Engineers, with specific knowledge.

Control
  • Monthly invoices (billable hours), except hours coming from projects (this is the project managers' duty).

Out of Scope

A Service Manager isn’t:

  • The de facto project manager for new projects of this customer.

  • The one solving incidents or writing incident reports.

  • Owner of technical customer tasks (with exception of non-technical internal review, once a task is complete).