Rola IT Service Managera w innowacyjnym zarządzaniu małymi i średnimi przedsiębiorstwami
The Role of Service Manager in an Innovative Management of Small and Medium-sized Enterprises

Summary/Abstract: Purpose – definition and implementation of Service Manager role is an example of an innovative management in small and medium-sized enterprises (SME). This role combines two responsibilities: design and sales, supports an entrepreneurial spirit, enables innovation and helps to change SME in the service oriented organizations. Design/methodology/approach – this article presents internal component of the Service Manager role. It consists hard and soft skills. Among the first one we can point out knowledge about IT Service Management, IT Project Management and SLA (Service Level Agreements). The second one deals with communication within the project team, networking and customer relationship management. Findings – the complete set of Service Manager skills is a very useful tool, which can be used in the process of definition and implementation of IT Service Management in SME. Originality/value – the synergy effect is achieved by combining practical experiences and theoretical knowledge in order to define complete set of Service Manager skills. Included are experiences resulting from cooperation with German SME and results of literature review.

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