Retarus · 2 hours ago
Service Manager (m/f/d)
Secaucus, NJ
Full-time
Hybrid
Mid Level
$60K/yr - $85K/yr
3+ years expRetarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. The Service Manager will act as the primary point of contact for customers, ensuring high satisfaction and managing the full technical customer lifecycle while coordinating communication and compliance with service standards.
CollaborationCyber SecurityEmailEnterprise SoftwareInformation TechnologyLogisticsMessagingTelecommunications
Hiring Manager
Alissa Selman
Responsibilities
Act as the primary point of contact for selected national and international Service Management customers
Ensure high customer satisfaction and deliver an excellent end-to-end customer experience
Serve as the central interface between customers, Service Management, and technical teams
Represent customer interests in line with Retarus standards, culture, SLAs, and compliance requirements
Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery
Monitor KPIs and contractual targets and ensure adherence to defined service standards
Prepare service reports and lead service review meetings with customers and internal stakeholders
Actively manage customer escalations and act as the key escalation point for critical incidents and issues
Coordinate internal and external communication throughout the customer lifecycle and during incidents
Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas
Qualification
Required
Successfully completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
At least 3 years of professional experience in Service Management, ideally within an IT-driven environment
Solid understanding of IT service management principles and processes
Familiarity with project management tools, methodologies, and frameworks such as ITIL or ISAE 3402
Experience in managing complex customer relationships and service delivery in a regulated environment
Initial experience in leading teams, projects, or acting as a deputy
Strong analytical and organizational skills with the ability to manage multiple priorities
A proactive, solution-oriented mindset and strong communication skills
Ability to manage escalations and critical situations in a structured and confident manner
Commitment to continuous learning and professional development
Preferred
Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2)
Fluency in English; additional languages are an advantage
Benefits
Health insurance portfolio, including dental, vision, life, and disability insurance options, as well as a health savings account
High-standard 401(k) plan (with one of the leading providers)
Competitive vacation package and paid sick days
Flexible/Mobile working
Childcare contribution and birth bonus
Employee referral bonus
Paid parental leave options
Public commute tax program
Team events
Free snacks and drinks in the office
Gym in the office building
Company
Retarus
the global Information logistics Provider for demanding enterprises
201-500 employees
H1B Sponsorship
Retarus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (2)
Funding
Current Stage
Growth StageLeadership Team
Martin Hager
Founder and CEO
Recent News
solutionsreview.com
2025-07-18
GlobeNewswire News Room
2025-07-07
Company data provided by crunchbase