AP53 - Service Manager: Brian Fidalgo

What is a Service Manager? What do they do? On this episode, Brian Orlando and Om Patel are joined by Brian Fidalgo to talk about what it is like to be a Service Manager.

0:00 Intro
0:18 What is a Service Manager?
2:49 Is it a Large Company Thing?
6:37 Is It Like Scaled Product?
12:53 Organizational Alignment
16:10 Day in the Life
19:24 Quality and Control/Influence
23:24 Similarities in Dance & Music
29:20 Acronyms (SLA and OLA)
33:40 Elements of Process and Product
39:00 Like a Program-Level Scrum Master?
45:10 Brian Hones In!
48:38 Background of a Service Manager
51:34 Working with Vendors
54:47 Desire to Learn and Help
59:41 Love of Your Job
1:04:19 Challenges of the Job
1:08:03 Building Relationships
1:10:31 Career Progression of a Service Manager
1:15:49 Focusing on Outcomes
1:22:49 Advice for Future Service Managers
1:23:55 Wrap-Up

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AP53 - Service Manager: Brian Fidalgo