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. These include a customer service mindset, outstanding communication skills, conflict-resolution skills, a creative problem-solving ability, and a high level of empathy. However, to be in a manager level role, another level of skills is required.