what is a service manager?

Your role as a service manager sees you working towards delivering the best customer service possible. You monitor customer satisfaction levels and work to develop ways to improve those levels. The ultimate aim of your role is to retain customers by ensuring they are happy with the service they are getting. All of your duties are focused on that aim. Your duties include training staff and gaining a deep understanding of what your organisation's customers and clients need so that you can deliver the required results.

The specific details of your role will vary depending on your business sector, though the overall aim remains the same. For example, service managers in the healthcare industry aim to improve the quality of the facilities and medical services offered. Service managers in the retail sector seek to ensure that customers' needs are met during their initial interactions or as part of the company's aftercare policy.

In addition to directly overseeing the quality of service your organisation offers, you also train other customer-facing employees to ensure they deliver the best service possible. The training includes the full range of typical customer interactions, from initial contact to complaint handling.

Does a service manager role sound like one that suits your people skills and drive to deliver the best product possible? If so, keep reading to find out what competencies and qualifications will help you thrive in this role.

service manager roles

average salary of a service manager

According to Payscale, an average service manager in India earns at least ₹136,000 per year and has the potential to earn up to ₹10,00,000 per year. The median salary for this profession is around ₹480,000 annually. In most cases, that salary will be almost entirely the basic pay, though some employers may offer performance-based incentives, such as bonuses.

factors that affect service manager pay

The most significant factor affecting your pay as a service manager is your experience. The correlation between experience and salary is exponential, meaning your earning potential increases slightly over the first five to ten years in the profession. After the first ten years, experience-related earning potential starts to climb dramatically. As mentioned above, the difference between entry-level positions and the highest-earning service managers can be almost ₹900,000 per year.

The industry you work in also has an impact on your potential pay. For example, service managers in a retail setting who have performance-based incentives have the potential to earn much more than service managers in other sectors.

service manager roles
service manager roles

types of service manager

Service managers are necessary for just about every sector and industry, as they deal with customer care, and every organisation has clients or customers. The industry you work in can greatly impact your specific duties. Below are some of the most common types of service managers:

  • health service managers: service managers working in healthcare are slightly different from most service manager roles as their primary concern is patient care. In this role, you work to ensure patients are seen as quickly as possible, and their care is of the highest quality.
  • customer service managers: this type of service manager is typically the first that comes to mind when thinking of this role. Here you work in a customer service department and deal with complaints, training employees, and after-sales matters.
  • it service managers: the 'product' in this scenario is technical support with computer and software-related problems. It is your job to ensure that the best support is provided for your customers.
  • civil service managers: in this role, you work in the public sector in, for instance, government departments. You work in the same capacity as other service managers, but instead of customers, you are ensuring a high-quality government service to the public.

working as a service manager

Service managers focus on improving the experience customers receive from the organisation by ensuring they receive the best service possible from the customer-facing employees at the organisation. Below are some of the duties you have in this role.


education and skills

Some of the academic qualifications for service managers include:

  • bachelor's degree: if you plan to become a service manager, you should aim to have at least a bachelor's degree in a relevant topic, such as business administration.
  • master's degree: a master's degree is not essential for this profession, but it does increase your chances of being hired and improves your potential salary. A master's degree will also become more important if you decide to move on to more senior roles later in your career.
  • managerial experience: as with any managerial role, your employer will likely require at least a few years of relevant experience on top of your education. Your experience will include leadership roles, such as a supervisor or assistant manager.
  • computer certifications: as much of your role involves working on a computer, having certifications relevant to applications like Microsoft Office may help your chances of being hired.

skills and competencies

Some of the qualities of a service manager include:

  • communication: you have excellent communication skills, which apply to your interactions with customers and your leadership of the customer service personnel you oversee. You can adjust your tone and language to suit the circumstances and find the best approach for a given situation.
  • leadership skills: as a manager, you are in charge of a team of customer service employees. You demonstrate strong leadership qualities in motivating your team, keeping them on track, and training/mentoring them when needed.
  • patience and critical thinking: the nature of customer services means you will invariably deal with unhappy, sometimes unreasonable people. Your patience ensures you do not get flustered or angry with customers or employees, while your critical thinking skills enable you to find the best solution to a problem.

FAQs about working as a service manager

FAQs about working as a service manager:

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