Service Manager
Are you passionate about providing your customers with the best service possible and do you like to collaborate with multiple IT teams? Do you have excellent communication skills in both Dutch and English and are you able to build strong relationships quickly? Then we have the right job for you! We are looking for a Service Manager!
About the Job
Service Manager is responsible for identifying the client’s needs and overseeing the services we deliver to our customers. The nature of the clients is very diverse, although we have a strong presence in the Gaming market. The Service Manager aims to provide consistently high levels of customer service throughout the service chain.
Skills and competencies show up in different forms and can be based on different experiences, that’s why we strongly encourage you to apply even though you may not have all the requirements listed below.
Here, you can come as you are. The diversity is embraced in all its forms. The business is committed to fostering a work environment that is inclusive and respectful of all differences.
Your Responsibilities
- Ensure that the service requirements are identified, documented and fulfilled;
- Ensure that the roles and responsibilities for the service processes are defined and processes are designed, implemented and improved;
- Manage the Service Level Agreements we have with our customers;
- Create Service Level Reports for customers and our management with an overview of the performance of our services;
- Advise management about improvement possibilities;
- Ensure an optimal flow of information both to the client and within the organization;
- Train employees to understand customer service standards;
- Identify and address customer concerns and complaints.
Your Skills
- Bachelor’s Degree in Information Technology or a related field;
- IT knowledge; preferably: networking, managed services and datacenters;
- 3+ years of experience in an IT services environment.
- Solid experience with collaboration tools such as MS Office, Jira and/or Confluence;
- Understanding of onboarding new customers;
- ITIL certification; preferably ITIL v4;
- Experience in identifying upsell opportunities;
- Experience in Service Level Reporting;
- In-depth knowledge of Incident-, Change-, Risk- and Problem-management;
- Self-motivated problem-solver and attention to detail;
- Creative thinker, always finds a way to get things done;
- Team player with excellent communication skills;
- Fluent in both Dutch and English, oral and written;
- Able to stay calm, think logically and act correctly in pressure situations;
What we’re offering:
- A challenging and dynamic job in an international company.
- A competitive salary (depending on education, knowledge and experience).
- 25 vacation days (excluding national holidays).
- Travel allowance.
- Collective pension scheme.
- All the hardware and software you need to perform, including a laptop.
- Career guidance including remuneration of relevant education, courses and trainings.
- A modern office in a prime location with open workplaces.
- Free access to Ubisoft games through Ubisoft Connect.
- Free use of the in-house gym.
Interested in this job?
You can send your application, consisting of a motivation letter and CV, to Mark Karsch via the green button at the bottom of this page. You can also contact Mark for questions about the position via mark@mkdigital.nl.
We are always looking for the candidate that most closely matches the above profile. However, if you are not fully meeting the requirements, but still think, that we should choose you – don’t hesitate to still apply or contact us!
