Service Manager

About The Role

As a CBRE Service Manager, you are accountable for the health, performance, stability, and continuous improvement of assigned technical support services. You provide operational leadership, strategic direction, client relationship management, and service ownership to ensure delivery of contractual commitments and client expectations. Through influence, accountability, and collaboration, you lead cross-functional teams, drive service excellence, manage operational risk, and foster high-performing teams. Service Managers are expected to remain hands-on when needed, supporting critical operational needs while developing team capability and ensuring sustainable service delivery.

What You’ll Do

• Serve as the accountable leader for service outcomes, customer satisfaction, operational performance, team effectiveness, and risk management.
• Maintain an enterprise view of service delivery while providing leadership across multiple support teams, vendors, stakeholders, and geographies.
• Lead through influence to establish accountability, alignment, and execution.
• Establish a culture of ownership, accountability, collaboration, continuous improvement, and customer focus.
• Make timely and informed decisions during service disruptions, operational challenges, and competing priorities while balancing client needs, business objectives, contractual commitments, and team capacity.
• Build, develop, and maintain a high-performing support organization through coaching, mentoring, performance management and knowledge sharing.
• Set clear expectations, define roles and responsibilities, provide regular feedback, and hold team members accountable for performance and service delivery standards.
• Foster psychological safety, collaboration, and professional growth while cultivating a culture of ownership and operational excellence.
• Participate in staffing activities including hiring support, onboarding, succession planning, workforce planning, and training initiatives to ensure service sustainability.
• Ensure work is distributed effectively across the team and that resources are aligned with business priorities and client commitments.
• Drive achievement of 95% (or higher) service level agreement (SLA) compliance, line of business key performance indicators (KPIs) and customer satisfaction targets.
• Monitor service health through performance metrics, trends, customer feedback, risk assessments, and operational reviews.
• Identify, prioritize, and lead continuous improvement initiatives that enhance service quality, improve customer experience, reduce risk, increase efficiency, and optimize operational costs.
• Ensure standard operating procedures, documentation, knowledge articles, and governance processes are maintained, accurate, and consistently followed.
• Proactively identify operational risks, resource constraints, service gaps, and process deficiencies and implement corrective actions to mitigate impact.
• Serve as the primary client-facing representative and trusted advisor for assigned services.
• Manage relationships with clients, account teams, and internal stakeholders to support business objectives and service success.
• Act as the ultimate owner of service escalations, coordinating resolution efforts, communicating status updates, driving stakeholder alignment, and ensuring issues are resolved effectively and professionally.
• Translate client objectives, business priorities, and service performance data into actionable service strategies and improvement opportunities.
• Lead service reviews, operational reviews, and business reviews, providing meaningful insights and recommendations supported by data and performance metrics.

What You’ll Need

• Bachelor's Degree preferred with 5-8 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Demonstrated success leading technical support, service delivery, professional services, or customer-facing operational teams.
• Advanced proficiency in Microsoft Office Suite including Word, PowerPoint, Excel, and Outlook.
• Comfort with exposure to new technology at a high level and the ability to coordinate with technical experts on behalf of the client.
• Prominent experience owning operational outcomes and delivering results in complex, fast-paced environments.
• Strong bias toward action, accountability, and continuous improvement.
• Proven ability to balance strategic leadership with hands-on execution, stepping into operational responsibilities when business needs require while effectively delegating and developing team capabilities.
• Exceptional leadership, communication, stakeholder management, and relationship-building skills.
• Demonstrated ability to establish clear expectations, hold teams accountable, navigate ambiguity, and influence stakeholders without direct authority.
• Strong analytical, critical thinking, problem-solving, and decision-making abilities.
• Experience driving operational improvements and leveraging metrics to improve service quality, efficiency, and customer satisfaction.
• Ability to anticipate client needs and proactively address challenges and opportunities.
• High degree of personal ownership, initiative, responsibility, and follow-through.

Preferred Qualifications

• PMP, and/or ITIL designation(s) preferred.
• Experience managing enterprise technical support services, service desks, managed services, consulting programs, or customer success operations.
• Experience leading geographically distributed teams across multiple time zones and cultures.
• Experience with service management frameworks, operational governance, continuous improvement methodologies, or IT service management practices.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Cover Letter

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

Equal Employment Opportunity

CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).