Service Manager

Your Mission

As a Service Manager, you are the primary point of contact for a portfolio of strategic customers and are responsible for ensuring the successful delivery of contracted services.

You act as the bridge between customers, operations, technical teams, and sales, ensuring that service commitments are met, customer expectations are exceeded, and continuous improvements are identified and implemented.

You translate customer needs into operational priorities while maintaining a strong focus on service quality, SLA compliance, customer satisfaction, and long-term relationship management.

Key Responsibilities

Service Delivery Management

• Own and manage a portfolio of strategic customer contracts
• Ensure contractual commitments and Service Level Agreements (SLAs) are consistently achieved
• Monitor service performance and proactively address risks, delays, or recurring issues
• Coordinate internal stakeholders to ensure efficient service delivery
• Act as the escalation point for critical incidents and service-related issues
• Ensure structured communication with customers throughout the service lifecycle

Customer Relationship Management

• Build and maintain strong relationships with customer stakeholders
• Understand customer expectations, priorities, and business challenges
• Lead regular service review meetings
• Provide clear and professional reporting on service performance
• Ensure customer satisfaction through proactive communication and follow-up

Operational Coordination

• Work closely with Client Care, Service Coordinators, Technical Support, Engineering, and Operations teams
• Ensure incidents, requests, and escalations are managed effectively
• Maintain visibility on open issues until full resolution
• Ensure all stakeholders remain aligned throughout the resolution process

Continuous Service Improvement

• Identify opportunities to improve customer experience and service efficiency
• Analyze recurring incidents and service trends
• Lead service improvement initiatives with internal teams
• Detect future customer needs and support value-added service opportunities
• Collaborate with Sales and Pre-Sales teams to develop customer-focused improvement plans

Reporting & Governance

• Prepare and present service performance reports
• Monitor SLA achievement and service KPIs
• Provide recommendations and action plans to customers and internal stakeholders
• Support contract governance and operational reviews

Experience:

3 to 5 years of experience: Service Management, Contract Management, Customer Success, Project Management, IT Service Delivery, Account Management

Technical Knowledge

• Strong understanding of IT services and technology environments
• Experience working with SLA-driven service organizations
• Familiarity with ITIL principles is considered an asset
• Experience in security technology is a plus but not required
• Financial awareness

Soft Skills

• Excellent stakeholder management skills
• Strong customer relationship management capabilities
• Outstanding communication skills
• Proactive and solution-oriented mindset
• Strong organizational and coordination abilities
• Ability to manage multiple stakeholders simultaneously
• Commercial awareness and customer-centric thinking

Languages

• Trilingual: Dutch, French and English
• Ability to manage customer relationships across Belgium

Why Join Us?

• Strategic customer-facing position
• High level of autonomy and ownership
• Opportunity to influence customer satisfaction and service excellence
• Dynamic environment combining technology, operations, and customer engagement
• Strong collaboration with Sales, Operations, Engineering, and Leadership teams