Service Manager (I.T. Services Sector)

Now Hiring: Service Manager (I.T. Services Sector) Join a leading IT provider in Barbados! We're looking for a results-driven professional to lead service delivery across retail and B2B operations.

Overview: Our client is a well-established I.T. Products/services provider with a combination of Retail/Corporate Services division across Barbados. Due to growth, they are seeking to recruit an experienced and driven professional to oversee service operations across their retail locations and central B2B office. This individual will be responsible for ensuring the seamless delivery of technical services to both consumer and enterprise clients, while upholding the company’s standards for excellence, reliability, and responsiveness.

This role combines strategic leadership with hands-on service oversight, ensuring alignment with both budgetary goals and key performance indicators (KPIs). The ideal candidate will have a passion for operational excellence, team development, and delivering consistent service experience across a geographically distributed network.

Duties & Responsibilities:

• Lead the coordination and execution of service delivery across all retail branches and B2B operations, ensuring high-quality support and consistent service levels regardless of location.
• Establish, track, and report on key service metrics and KPIs, proactively addressing gaps in performance and maintaining SLA compliance.
• Develop, manage and control the department’s operational budget, ensuring that cost targets are met without compromising service quality.
• Lead, coach and mentor the service team (technicians, dispatch, admin support), cultivating a culture of accountability, professionalism and continuous improvement.
• Act as the escalation point for high-impact service issues, ensuring timely resolution and customer satisfaction—across both retail and corporate clients.
• ITIL & Process Frameworks: Implement and uphold ITIL-aligned service processes (incident, problem, change management) to drive efficiency and consistency.
• Partner with Sales, Retail, Projects and Technical Teams to ensure seamless client onboarding, installation and after-sales support.
• Oversee delivery of services across a range of technologies, including cloud, networking, VoIP, cybersecurity and collaboration platforms.
• Maintain awareness and oversight of compliance obligations and risk mitigation practices within service delivery operations.

Desired Qualifications & Experience:

• Bachelor’s degree in Information Technology, Engineering, or Business Administration (or equivalent)
• Minimum of five (5) years in service operations or technical service management
• Experience supporting both retail and B2B service environments is highly desirable
• ITIL Foundation certification (Intermediate or Expert level preferred)
• Knowledge of modern service technologies and platforms (e.g. remote support tools, CRM/service desk systems, cybersecurity protocols).
• Strong command of ITIL Service Management frameworks and best practices
• Demonstrated experience in multi-location service delivery
• Proven ability to manage and track SLAs, KPIs and client satisfaction metrics
• Financial acumen in managing departmental budgets and cost controls
• High-level leadership with ability to inspire, coach and develop teams
• Excellent organizational, communication and problem-solving skills
• Strong cross-functional collaboration and stakeholder management experience.