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Service Manager (Databricks)
Service Manager (Databricks)Synergy Interactive • Berkeley Heights, NJ, US
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Service Manager (Databricks)

Service Manager (Databricks)

Synergy Interactive • Berkeley Heights, NJ, US
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  • [job_card.full_time]
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Job Description

The Service Manager serves as the primary strategic and operational leader for delivering high-quality managed IT services across a portfolio of clients. This individual is accountable for end-to-end service delivery, customer satisfaction, operational excellence, and continuous improvement. The ideal candidate combines a strong technical foundation with excellent leadership, stakeholder management, and client-facing communication skills.

Key Responsibilities

Client Relationship & Service Delivery

  • Own overall client satisfaction, ensuring high-quality delivery of managed IT services across applications, infrastructure, and cloud environments.
  • Act as a strategic advisor to senior business leaders, aligning service delivery with business objectives, technology roadmaps, and long-term operational goals.
  • Lead regular service reviews and executive business reviews to assess performance, gather feedback, and anticipate future client needs.
  • Develop, present, and execute annual technology roadmaps, budgets, and performance reports for each client.
  • Serve as the primary customer advocate—setting expectations, communicating proactively, and ensuring a seamless client experience.
  • Educate clients on emerging technologies, industry trends, and best practices relevant to their environment.

Risk, Compliance & Governance

  • Identify and communicate risks related to compliance, cyber-security, network security, and industry-specific regulatory requirements.
  • Guide clients and internal teams through remediation, risk mitigation, and compliance improvement initiatives.
  • Leverage strong policy and process knowledge (ITIL, Agile, Project Management) to drive standardization, governance, and operational maturity.

    • Operational Leadership & Team Management

  • Lead, mentor, and support internal engineering, support, and operations teams to ensure successful service delivery across multiple concurrent engagements.
  • Provide hands-on technical guidance when needed to unblock complex issues or escalate major incidents.
  • Oversee simultaneous projects, ensuring they meet quality, timeline, and budget expectations.
  • Manage vendor relationships, contracts, and third-party service performance.
  • Build strong cross-functional partnerships with internal groups such as Legal, Operations, Risk, and Audit.

    • Continuous Improvement & Innovation

  • Identify opportunities for process automation, workflow optimization, and technology adoption to improve operational efficiency.
  • Drive data-driven decision making across service metrics, client insights, and performance KPIs.
  • Ensure all documentation—including service processes, policies, runbooks, and procedures—is accurate, current, and consistently maintained.

    • Personal Attributes

  • Strong analytical thinker with a structured approach to problem-solving.
  • Highly proactive, self-driven, and committed to owning issues through resolution.
  • Flexible and resilient, able to stay focused under pressure and adapt to changing priorities.
  • Comfortable working outside standard hours when required and willing to travel for client escalations, governance meetings, or operational reviews.

    • Required Skills & Experience

  • Prior experience in a Managed Service Provider (MSP) or IT consulting environment is essential.
  • Deep technical background across applications, infrastructure, and multi-cloud environments; able to translate technical concepts into business language.
  • Proven experience overseeing large-scale production support engagements and major incident management.
  • Strong project management capabilities, including planning, budgeting, resource allocation, and delivery oversight.
  • Exceptional organizational skills, attention to detail, and ability to manage multiple simultaneous priorities.
  • Experience managing large application stacks and complex, enterprise-scale environments.
  • Strong communication skills—written, verbal, and presentation—with experience engaging non-technical and executive stakeholders.
  • Track record of thriving in fast-paced technology environments with competing demands and rapid change.

    • Experience

  • 10+ years of relevant experience across enterprise application, infrastructure, and / or multi-cloud service delivery.

    • Education

  • Bachelor’s degree in Engineering required; Computer Science or related technical discipline strongly preferred .
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