Senior Service Manager

About the role

Join PTC's Service Management Team to manage $400 million of Annual Recurring Revenue for SaaS and on‑premise customers worldwide. You will act as a trusted advisor for major international clients, ensuring long‑term satisfaction and product adoption.

Key responsibilities

• Execute and oversee all service management deliverables, governance models, and service reviews for assigned customers.
• Serve as the main escalation point, coordinating resources across PTC to resolve issues and manage change.
• Deploy repeatable ITIL‑based processes, identify operational risks, and lead mitigation plans with account teams.
• Analyze customer health and system performance metrics, especially for SaaS environments, to drive adoption and value.
• Collaborate with software operations to ensure timely, high‑quality delivery of programs.

Required profile

• Minimum 5 years of experience in customer service or account management, preferably in enterprise software.
• Strong ability to build relationships at all customer levels and act as a trusted advisor.
• Excellent verbal and written communication skills with a sense of urgency under pressure.
• Bachelor’s degree in computer science or related field.

Required skills

• ITIL framework knowledge (certification a plus).
• Understanding of SaaS and cloud‑based business models.
• Program management experience (PMP certification a plus).