The role of service managers is extensive, including hiring, training and performance management. They also develop and implement service strategies to meet customers' needs and improve service quality. Additionally, they monitor service metrics, analyse customer feedback and address any gaps or areas for improvement. Effective communication is the cornerstone of customer service management. This skill set includes the ability to listen actively, convey information clearly, and handle interactions with both customers and team members with diplomacy and tact. A Service Manager is employed by an organisation to manage their customer relations and after-sales experience. They manage teams of people and are responsible for setting and maintaining customer satisfaction standards, as well as providing a productive and motivated working environment. The Service Manager main responsibility is to interact with the business team, understand the SLAs and supervise the service team to support and maintain the infrastructures. This professional is responsible to enable value for customers through services.