Global Services Manager

At Service Express, we believe that great service starts with empowered people. As our next Global Services Manager, you’ll lead a diverse, around-the-clock team that keeps mission-critical technology running smoothly for our customers around the world.

If you’re someone who values collaboration, adapts quickly, and leads with confidence and empathy – you’ll feel right at home here. You’ll have the trust and autonomy to make decisions, while knowing you’re supported by leaders who want you to succeed.

What You’ll Do:

• Lead, coach, and develop a high-performing global services team
• Serve as the escalation point for global service concerns and major projects
• Build and maintain strong relationships with internal teams, customers, and service partners
• Monitor and manage service calls and project progress across time zones
• Evaluate and coordinate with external service providers and subcontractors
• Oversee geographic coverage and resource allocation for global service operations
• Track key performance metrics and report on team success
• Hold regular one-on-ones with team members to align on goals, performance, and development
• Support global service rollouts, installations, and audits
• Champion continuous improvement in service delivery, communication, and customer satisfaction

What We’re Looking For:

• Proven leadership experience, ideally managing remote or global teams
• Strong relationship-building and communication skills across cultures and time zones
• Confident decision-maker who can stay calm and supportive under pressure
• Comfortable working in the “grey” with ability to trust team and empower them to act
• Excellent customer service mindset and service delivery experience at scale
• Strong business acumen with an understanding of operational metrics and accountability
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Coachable, adaptable, and eager to learn
• Availability to support team members or escalations outside standard hours (as needed for a 24x7 operation)

Nice to Have (but not required):

• Background in global service operations or IT services
• Experience collaborating with subcontractors or variable workforce providers

What we offer:

• Opportunities for personal growth and career advancement
• Paid volunteer hours and a day off for your birthday
• Comprehensive health insurance options starting on your first day
• 50% reimbursement for your health club membership
• 401(k) company match to help you plan for the future
• $100k-$125k depending on experience

#LI-REMOTE