Service Manager

Summary

Join Feedzai as a Service Manager to oversee and optimize technical Product Support operations, ensuring high-quality service delivery and proactive improvements. Monitor and analyze technical incidents, identifying trends and systemic problems. Act as a key interface between Product Support, Product Teams, and Clients, communicating service insights effectively. Collaborate with cross-functional teams to enhance incident resolution and service quality. Track and report on key ticket management metrics, ensuring SLAs are met. Develop processes and structures to provide insights into operational efficiency. This role requires strong technical skills, analytical abilities, and excellent communication skills.

Requirements

• 5+ years of experience in a Service Management, Technical Support, or Incident Management role in a SaaS or cloud-based environment
• Strong technical skills with the ability to discuss system behaviors, outages, and product issues in detail
• Experience with incident management, root cause analysis, and service delivery frameworks (ITIL a plus)
• Excellent analytical skills, with the ability to recognize trends and patterns in technical incidents
• Excellent communication and stakeholder management skills, capable of explaining incidents and service performance to both technical and non-technical audiences
• Proficiency in service monitoring tools, ticketing systems, and performance dashboards

Responsibilities

• Monitor and analyze technical incidents, identifying patterns, recurring issues, and potential systemic problems
• Surface improvement opportunities from incident data, ensuring findings are shared with relevant teams
• Provide feedback on operational efficiency and suggest enhancements to troubleshooting workflows
• Act as the bridge between Product Support, Product Teams, CSMs and Clients, ensuring key stakeholders are informed of service issues and trends
• Participate in client-facing discussions regarding recent incidents, service disruptions, and long-term resolutions
• Collaborate with engineering, product, and operations teams to improve incident resolution times and service quality
• Actively connect related incidents, helping teams recognize patterns (e.g., linking an ongoing issue to a previously resolved one)
• Assist in root cause analysis (RCA) efforts, ensuring incident learnings contribute to service improvements
• Track and report on RCA follow-up actions
• Track and report on key ticket management metrics (e.g., response times, resolution rates, and recurring issues)
• Ensure ticket Service Level Agreements (SLAs) are being met and recommend adjustments as needed
• Develop and manage processes and structures (layouts, reports and dashboards) that provide insights into operational efficiency, bottlenecks, and areas for improvement