Service Manager - Remote Role for Managed IT Services

About the Role

We are seeking a Service Manager remote to join our team at TPx, a leading Managed IT Services Provider. In this role, you will support the post-sale customer relationship with a primary focus on operational coordination, issue intake, and early identification of customer risk. You will ensure that customer requests are received, triaged, and routed to the appropriate internal teams while maintaining clear communication and accountability through resolution. This position requires flexibility to work US hours, providing a unique opportunity to contribute to service stability and customer satisfaction.

What You'll Do

• Oversee customer relationships by supporting operational oversight for assigned accounts.
• Build trust with customers through responsiveness, coordination, and follow-through on operational requests.
• Maintain clear communication with customers regarding operational requests, service updates, and issue progress.
• Serve as the primary intake point for customer operational requests and coordinate routing to the appropriate internal teams.
• Monitor accounts for signals of dissatisfaction and escalate concerns as appropriate.
• Coordinate with Account Management on renewal timing and commercial context.
• Provide concise, fact-based updates to leadership and cross-functional teams.
• Document and escalate customer risk signals using defined internal processes.

Requirements

• A bachelor's degree or equivalent qualification in a technical, business, or related field is preferred but not required.
• Demonstrated experience owning post-sale customer relationships.
• Strong relationship ownership skills, including the ability to build trust through accountability and transparency.
• Working understanding of modern managed services environments, including networking and cloud productivity platforms.
• Ability to interpret technical issues and translate them into customer impact without performing hands-on technical work.
• Strong written and verbal communication skills for concise updates to leadership and customers.
• Ability to manage multiple accounts and competing priorities while maintaining judgment and escalation discipline.
• Prior experience in a Managed Service Provider (MSP) or IT services organization is a plus.

Nice to Have

• Familiarity with ITIL concepts such as incident, change, and request management.
• Exposure to renewal, retention, or customer lifecycle management motions.
• Familiarity with CRM and service management platforms like Salesforce or ServiceNow.

What We Offer

• Competitive salary range of $60,000 - $80,000 per year.
• Flexible remote work environment.
• Opportunities for professional growth and development.
• Supportive team culture focused on collaboration and success.
• Health and wellness benefits.
• Employee assistance programs.
• Work-life balance initiatives.