Service Manager Job Description: Top Duties and Qualifications

A Service Manager, or Service Supervisor, leads a company’s service department to manage customer interactions. Their primary duties include overseeing other members of the service team, developing and implementing service procedures and maintaining customer relationships.

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Service Manager duties and responsibilities

A Service Manager will need to fulfil the following important duties and responsibilities to excel at their job:

  • Developing and implementing service standards and procedures for the service delivery department
  • Setting up and maintaining the service desk
  • Supervising other members of the service delivery team
  • Maintaining customer relationships and improving response and delivery times
  • Updating service methods to improve overall efficiency
  • Resolving any service problems and customer complaints
  • Conducting periodic appraisals of team members and identifying areas for improvement
  • Creating and presenting regular reports to senior management
  • Developing contracts for Commercial Contractors and Developers who have ongoing rental or purchase needs
  • Instructing customers on equipment operation, care and maintenance
  • Inspecting rental equipment on return, looking for any damage and returning deposits

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Service Manager Job Description Examples:


Example 1

Can you inspire a team to deliver the kind of Customer experience for which Clarks is known and loved? Could you be a Sales and Service Manager with the special kind of talent and DRIVE that gives us the edge over the competition? *The salary advertised is for a full time position, if part time the salary will be pro rata.* *The role* It’s not just our iconic styles that keep customers coming back to our store – it’s also the unique customer experience we offer. Our stores are a great place to shop and a place people want to come to. Where they feel at ease, well attended to, and confident that they’ve come to the right place. When all those things line up, that’s when people become returning customers. As Sales and Service Manager, you’ll make sure they do. How do you do that? It’s in the way you merchandise our products. The way you make running the shop floor look like second nature. The way you delight our customers with customer experience always top priority and at the heart of everything we do. And, most importantly, it’s the way you manage your team, keeping them up-to-date with product information and always looking to give constructive feedback, guidance where needed and praise for a job well done – as you pass on new skills. You’re an indispensable asset to your team - able to support each and every member whilst about driving a high performing team to deliver results. Whether that’s with a difficult service issue or deputising in the absence of the Store Manager, you’ll take it all in your stride. *A bit about you* You know a good manager when you see one. That’s because you’ve been there – you’ve done it. And now you’re ready to take the next step up with Clarks. Why? Because you understand that good management is all about maintaining a good working relationship with your team. You’re someone who knows how to inspire peak performance in your colleagues. With your natural charm, sure, but also because you can back up your coaching with knowhow born of real experience. Whatever comes your way – retail IT issues, merchandising queries, customer service issues – you’ve got it covered. Your team notice that. That’s why you are able to communicate so effectively with them. They listen to you. You make sales targets something really worth hitting – and you’ll do just that, time and again. *About Clarks* Clarks, based in Somerset, England, has been at the forefront of innovative shoemaking since its foundation in 1825, when brothers James and Cyrus Clark made a slipper from sheepskin off-cuts. At the time it was a combination of invention and craftsmanship that’s remained at the heart of what the brand does now. In the Clarks archive of more than 22,000 pairs are shoes that have sparked revolutions and defined generations. From the original Clarks Desert Boot, first designed by Nathan Clark and launched in 1950 to the iconic Wallabee, each design has an instantly recognisable signature - a unique combination of craftsmanship and innovation that make it unmistakably Clarks. Clarks is a global business operating retail, wholesale, franchise and online channels in over 100 markets worldwide supported by nearly 10,000 employees across the world. *The benefits* We’ve already told you about the degree of flexibility you’ll enjoy as a valued addition to our business – but that’s just the start. As well as development opportunities, pension and a competitive salary, you’ll also enjoy a variety of other benefits. These range from 25 days’ holiday (plus bank holidays) to discounted healthcare. And, as everyone loves new shoes, you’ll also get a very healthy discount on our products. *We love hearing from great people* Visit us at, follow us on Twitter and become a fan on Facebook. Just look for @JobsatClarks _Clarks International believes that the principle of equality of opportunity is fundamental to the company's operations. Our long held aim is to provide just and fair treatment for all employees. We will not discriminate on the grounds of sex, age, disability, marital status, colour, race, religion, ethnic origin, sexual orientation or gender reassignment_. Reference ID: SYS-39052 Part-time hours: 24 per week Job Types: Part-time, Permanent Salary: Up to £22,990.00 per year Experience: * Supervising experience: 2 years (preferred) Work remotely: * No

What does a Service Manager do?

Service Managers provide customers with all pertinent information about the company’s product or service offerings. They also manage a team of people to ensure optimum service delivery, resulting in maximum productivity and client satisfaction. Although they are not the first point of contact for customers, Service Managers possess extensive knowledge of the standards and procedures that the organisation uses. They work across a number of industries including retail, manufacturing, technology and more. 

Service Manager skills and qualifications

A successful Service Manager candidate will have various prerequisite skills and qualifications for the position these include:

  • Excellent interpersonal and customer service skills
  • In-depth knowledge of industry best practices and service delivery standards
  • Strong leadership ability and team spirit
  • Excellent written and verbal communication skills
  • Attention to detail
  • Excellent organisational skills
  • Problem-solving skills
  • Working knowledge of relevant software packages

Service Manager experience requirements

Service Managers must have several years of experience in management or leadership. They should also have experience in service procedures, interfacing with customers and maintaining a service desk. Some employers prefer candidates with three or five years of experience in a service delivery role. Other experience requirements vary depending on the specific role and industry in which the company operates.

Service Manager education and training requirements

Service Managers must have at least a high school diploma or the minimum General Certificate of Secondary Education (GCSE) in English and maths, though most organisations prefer candidates with a Bachelor’s Degree in Business or Service Management. Service Managers are also required to complete on-the-job training that usually lasts about six months. In many cases, they start at an entry-level position and learn the required skills through two to five years of experience. Some companies or industries require Service Managers to have specific certifications, such as the Certified IT Service Manager (CITSM). 

Service Manager salary expectations

According to Indeed Salaries, Service Managers earn an average salary of £37,024 per year. This  will vary depending on the number of years of experience, the industry in which the company operates and geographical location.

Job description samples for similar positions

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Service Manager job description FAQs

Who reports to a Service Manager?

The Service Manager manages a team of Service Delivery Personnel including Customer Service Associates and Supervisors.

What is the difference between a Service Manager and a Service Support Manager?

A Service Support Manager is concerned with the internal operations of an organisation. They are responsible for providing assistance to various departments, such as sales, operations and more in order to ensure that these departments can perform their duties effectively. This differs from Service Managers who handle external relations by  dealing with an organisation’s customers to ensure that their needs are met.

What should you look out for in a Service Manager CV?

When going through a Service Manager CV, look for experience managing a team of Service Delivery Operatives and experience performing service delivery tasks. Pay attention to their skills and qualifications. They should be extremely knowledgeable about service delivery standards in your industry and capable of offering practical solutions and improvements to your organisation’s processes. Also, look for a well-educated professional with industry-recognised certifications on their CV.

What makes a good Service Manager job description?

A good Service Manager job description starts with details about your company’s goals, vision, values and mission statement. It should contain detailed information about the kind of professional you would like to hire including their skills and qualifications and educational background, their previous work experience and values. In the job description, outline the tasks they will be responsible for doing on a daily basis, so that they know what is required of them. Also, include salary expectations.

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