Service Manager

Fully proficient

Career Explorer · Business Operations & Shared Services · GBS Service Management

IC2 · Professional / IntermediateIndividual contributorProfessional / Intermediate

Standard where business need supports the level

What the role involves

Autonomy: Works independently on defined work
Scope: Features, analyses, cases, campaigns, accounts or processes
Time horizon: Weeks to months
Expertise and judgement: Selects appropriate methods; solves routine-to-moderate problems
Expected impact: Owns complete deliverables and predictable outcomes

Expected skills (21)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (10)

Skill	Importance	Target	What that level looks like
Accountability Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Active listening Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Collaboration Collaboration & Leadership	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Critical thinking Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Customer empathy Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Learning agility Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Ownership Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Problem solving Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Verbal communication Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Written communication Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.

Professional (10)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Business process management Operations & Supply Chain	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Business analysis Operations & Supply Chain	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
KPI design Business & Strategy	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
Lean continuous improvement Operations & Supply Chain	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
Operational analytics Operations & Supply Chain	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
Performance management Business & Strategy	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
Process excellence Operations & Supply Chain	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
Requirements management Operations & Supply Chain	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.
Shared services management Operations & Supply Chain	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.

Technical (1)

Skill	Importance	Target	What that level looks like
Workflow automation Enterprise Systems & Automation	Supporting	P2	Applies the skill independently in common situations and knows when to escalate.

Career ladder

Reached from

Associate Service ManagerIC1

Next steps

Senior Service ManagerIC3IC promotion
Move from defined independent work to ambiguous, complex ownership; deepen judgment, mentor others and improve team practices.

Possible when people-management capability and an organizational need exist; no automatic IC-to-M equivalence.

What changes to advance

Move from defined independent work to ambiguous, complex ownership; deepen judgment, mentor others and improve team practices.

Source: Microsoft Careers · JF0378-IC2