Service Manager (Ireland Remote)

General Purpose:

The Service Manager owns the post-sale customer relationship, with primary accountability for retention, risk identification, and renewal readiness. This role serves as the customer's primary operational owner, coordinating across internal teams to ensure service stability, transparent communication, and early escalation of risk.

This is not a sales role and does not own commercial contracting. It is a relationship ownership role with strong escalation discipline, designed to prevent surprise churn and protect recurring revenue. TPx is a US-Based national Managed IT Services Provider, and this role requires flexibility to work US hours.

 

Direct Reports: No

 

Essential Duties and Responsibilities:

• Act as the named Service Manager for assigned accounts
• Establish credibility with customer stakeholders through consistent ownership and follow-through
• Conduct regular engagement appropriate to account complexity and risk profile
• Hold clear, honest conversations regarding service performance and risk
• Identify early signals of dissatisfaction, instability, or commercial risk
• Classify risk using defined tiering (Tier 1--3) and log appropriately
• Serve as the primary intake for customer operational requests
• Track progress and maintain accountability through resolution
• Partner closely with cross functional teams
• Coordinate with Account Management on renewal timing and commercial context
• Participate in executive and cross-functional escalation forums as required
• Maintain accurate account notes and activity records
• Contribute to risk registers and renewal forecasting
• Provide concise, fact-based updates to leadership

 

Other Responsibilities:

• Success Measures for the role include:
• Retention of assigned recurring revenue
• Early identification and escalation of material risk
• Customer confidence in ownership and communication

 

 

 

Required Qualifications:

• Third-level education is not required for this role.
• A degree in a technical, business, or related field is preferred, particularly for candidates earlier in their career.
• Candidates without formal third-level education will be considered based on demonstrated experience, technical fluency, and success in customer-facing service or operations roles within a technology or managed services environment.
• Demonstrated experience owning post-sale customer relationships in a technology, MSP, SaaS, or services environment
• Proven ability to identify, assess, and escalate customer risk early, including comfort with difficult or high-stakes conversations
• Strong relationship ownership skills, including the ability to build trust through accountability, transparency, and follow-through
• Working understanding of modern managed services environments, including networking, connectivity, cloud productivity platforms (e.g., Microsoft 365), and security concepts
• Ability to interpret technical issues at a conceptual level and translate them into customer impact and retention risk without performing hands-on technical work
• Experience coordinating across multiple internal teams (e.g., technical support, engineering, implementation) to drive resolution and accountability
• Strong written and verbal communication skills, including the ability to provide concise, structured updates to leadership and customers