Service Manager

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Requirements:

• 3+ years of experience in service management, project management, or IT operations.
• Deep understanding of managed services and service level agreements.
• Strong skills in building relationships with stakeholders at all levels.
• Proven problem-solving abilities in managing complex incidents.
• Proactive mindset focused on client satisfaction and service quality.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for technology and understanding of digital product delivery.
• Working proficiency in English; Dutch is a plus.

Responsibilities:

• Manage the end-to-end service delivery for clients, ensuring high performance and reliability.
• Serve as the primary contact for clients regarding service performance and incidents.
• Establish strong relationships with clients, aligning services with their goals.
• Collaborate with internal teams to resolve issues swiftly and effectively.
• Identify service improvement opportunities and review metrics regularly.
• Ensure adherence to SLAs and KPIs, managing expectations proactively.
• Advocate for client needs within the organization.
• Lead service reviews with clients, providing insights and maintaining dialogue.
• Coordinate escalations and ensure resolution of high-priority incidents.
• Present comprehensive reports detailing performance and recommendations.