Service Manager - Managed Services

Enbros Technologies

JOB OVERVIEW

This role is accountable for leading and scaling Enbros’ Managed Service capability. You will own the establishment and execution of service desk processes, customer support workflows, and SLA adherence across multiple clients. The ideal candidate will bring a pragmatic blend of operational excellence, service delivery management, and process optimisation grounded in ITIL principles. You’ll be instrumental in shaping how we run managed services – from onboarding and incident management through to reporting and service reviews.

Key Responsibilities:

Service Operations Leadership

• Stand up the Enbros Service Desk capability, ensuring clear intake, triage, escalation, and resolution processes.
• Define and embed standard operating procedures (SOPs) for ticket management, issue tracking, and SLA compliance.
• Implement service catalogue, priority matrices, and service level reporting aligned to client expectations.
• Ensure coverage models and rotas are in place for incident response and scheduled support.
• Build and manage the Service Desk team as client volume grows.

Process & Continuous Improvement

• Lead the adoption of ITIL-aligned processes across Incident, Problem, Change, and Configuration Management.
• Work with the Delivery and Engineering teams to streamline handovers from project close-out to managed service.
• Drive root cause analysis and continuous service improvement initiatives.
• Maintain and iterate service documentation, playbooks, and runbooks.

Client & Stakeholder Engagement

• Serve as the primary operational contact for managed service clients.
• Lead monthly or quarterly service reviews and performance reporting.
• Collaborate with Delivery Managers and Practice Leads to ensure technical depth and client value is sustained post-launch.
• Escalate critical issues and SLA breaches with clarity and accountability.
Ensure every project completes with a quality review, feeding into Bwana’s delivery governance records.

Tooling, Governance, Skills and Experience

• Demonstrated experience running a Service Desk or managing a structured Managed Services operation.
• Strong working knowledge of ITIL frameworks (certification preferred).
• Excellent understanding of SLAs, escalation paths, and client communication protocols.
• Hands-on familiarity with tools like Jira Service Desk, Freshservice, or similar platforms.
• Experience coordinating with technical teams (developers, engineers, analysts) to resolve complex issues.
• Confident in working with non-technical stakeholders and managing client expectations.
• Comfortable building new processes in a scale-up environment with limited legacy constraints.
• Experience working in managed services within the IT ecosystem
• ITIL4 Certifications is an added advantage
• Experience building or optimising managed services for cloud-native or Microsoft-based platforms.
• Familiarity with Microsoft Sentinel or security monitoring practices.
Ability to contribute to future service catalogue design and commercial models

SALARY: ₦400,000 - ₦500,000 (Gross)

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