Service Manager

Description

Job Summary: We are seeking a methodical and organized Service Manager to manage and develop the client portfolio, supporting the internationalization strategy in a dynamic environment. Key Highlights: 1. Role with direct impact on the customer and international projection. 2. Growth and expansion opportunities. 3. Dynamic and growing environment. At Excelia, a multinational consulting, technology, and professional services firm, we have over 25 years of experience and a presence in more than 50 countries across Europe, Latin America, and the United States, through our 9 owned offices. We are looking for a Service Manager with a methodical, organized, and detail-oriented profile to join a dynamic and growing environment. The position has a clear focus on managing and developing the client portfolio, as well as supporting the company’s internationalization strategy. Advanced English proficiency is mandatory. Knowledge of French and/or Portuguese will be considered a plus. Main Responsibilities * Coordinate the launch of new services, including documentation review, system onboarding, team introductions, and preparation of the client profile and guide. * Manage and develop the client portfolio, maintaining and expanding the current base, as well as capturing new business opportunities. * Monitor and control billing, collections, and profitability, promoting cross-selling, service expansion, and contract renewals. * Supervise service delivery, ensuring customer satisfaction and coordinating external vendors and internal teams (quality and hours invested). * Maintain up-to-date and controlled client information, including meeting minutes, key communications, legal and financial documentation, reports, and client profiles. * Identify growth and expansion opportunities, proposing solutions and improvements aligned with customer needs and business objectives. Requirements * Proven experience in managing and developing international client portfolios. * Advanced English proficiency is mandatory (other languages will be valued). * Strong problem-solving and decision-making abilities. * Excellent communication and client relationship skills. * Prior experience in technology and services / BPS companies, with knowledge of: * Service delivery processes * SLA monitoring * Profitability management * Cross-selling * Incident management and escalation * Ability to work autonomously, with order and attention to detail, in dynamic environments. If you are motivated by a role with direct customer impact, international projection, and growth potential, we want to meet you.