Service Manager - North America at sa.global

Who is sa.global

sa.global addresses industry challenges through vertical-focused solutions. Leveraging modern technologies like AI and Copilot, we empower organizations to make intelligent decisions and act faster. Our solutions and services are 100% based on Microsoft business applications and the Microsoft Business cloud, and benefit advertising and marketing, accounting, architecture and engineering, consulting, homebuilding, legal, and IT services companies. Through our industry-first approach, we want to put solutions in the hands of people closest to the problem to enable organizations to act faster and make intelligent decisions.

Over 800,000 users in 80 countries around the world rely on sa.global's industry-focused expertise to gain value faster, adapt quickly to changes, and build for the future. We have 30+ years of real-world experience, we are an 11-time winner of the Microsoft Dynamics Partner of the Year Award, and we’ve been a part of Microsoft’s elite Inner Circle for11 years. Our global organization has a 1000-member team across 25 countries.

For more information, visit www.saglobal.com.

Why Choose sa.global

Open, flexible, vibrant, collaborative, and diverse – these are just some of the terms that our employees use to describe the culture at sa.global. We believe and encourage innovative and dynamic thinking. Our culture and values give us the extra edge to help us scale greater heights.

Led by our Core Values: Agile, Capable, and Committed, which form an integral part of who we are, we constantly strive to provide an inclusive work environment. Our employees come from varied cultural and social backgrounds, and we strive each day to work towards making sa.global a great place to work.

Values of sa.global

• Contribute towards a working environment that represents “one sa.global” where everyone is seen as an equal, and equality and diversity is championed
• Interact with a wide variety of colleagues, customers, and stakeholders at all levels with respect, courtesy, and professionalism
• Come as you are, make work fun & others successful, and foster an always learning mentality

Position Overview

This is a fully remote role. Candidates must be based in USA or Canada and hold full Right to Work in these countries. Standard working hours apply (Monday – Friday, 9am – 5:30pm local time).

We offer a career with growth opportunities in a dynamic, collaborative, and supportive organization. We also have a strong and ethical working culture. If you want to work with a team that is passionate about their work while also having a good sense of fun, you might have just found what you are looking for!

Purpose Statement

sa.global is looking for a skilled Service Manager to join our dynamic Global Managed Services team!

The Service Manager holds a pivotal role in ensuring the delivery of exceptional service experiences by prioritizing client needs, maintaining strong stakeholder relationships, exceeding expectations, and driving client satisfaction and loyalty. Additionally, coordinating a globally positioned technical team of professionals while ensuring optimal service delivery to multiple client accounts. This role demands a comprehensive understanding of ITIL best practices, managed services, and excellent communication skills.

Main Responsibilities

IT Service Management (ITSM)

• Oversee and manage IT service delivery for Microsoft Business Applications, ensuring alignment with client needs and industry best practices.
• Maintain high-performing service delivery as defined in the client contract.
• Coordinate with internal teams (application support, development, infrastructure) and clients for seamless service execution.

Service Level Management (SLMO)

• Uphold and manage service level agreements (SLAs) and key performance indicators (KPIs) to drive efficiency and effectiveness.
• Manage day-to-day client engagement, ensuring SLA adherence and acting as a point of escalation.
• Be accountable for service quality, performance, and continuous adherence to agreed metrics.

Relationship Management (RLMT)

• Act as the primary client liaison, cultivating strong, professional relationships to ensure satisfaction and retention.
• Own client communications and coordinate interactions between various internal and external stakeholders.
• Maintain strong stakeholder engagement through regular, transparent updates and feedback loops.

People & Resource Management (PEMT)

• Coordinate support resources, manage workloads, and prioritize tasks to ensure timely resolution of service requests and change management.
• Take ownership of major incidents, ensuring effective coordination, communication, and post-incident reviews.

Service Improvement (SFIM)

• Drive continuous service improvement initiatives across teams, identifying opportunities for process optimization and enhanced delivery.
• Lead customer and internal service review meetings to evaluate performance, share improvements, and align on future actions.

Business Analysis (BUAN)

• Collaborate with clients to understand evolving business requirements.
• Provide strategic guidance and recommendations that enhance service delivery and uncover managed service growth opportunities.

Knowledge, Skills, and Experience

• Proven experience in Service Management or similar role within a Managed Services environment, with a focus on Microsoft Business Applications
• Understanding or experience working with ITIL framework
• Strong organizational skills with the ability to manage multiple priorities and client accounts simultaneously
• A strong dedication to ensuring client satisfaction and delivering value to clients
• A passion for people and creating an environment that delivers exceptional customer experiences
• The ability to engage others through putting the needs of the team first while balancing client priorities
• Self-motivated and able to work autonomously and as a team member