Customer Service Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Serve as the primary point of contact for customers both internally and externally within the region.

• Hold financial accountability for reporting on O&M financial performance against regional targets.

• Oversee the management of Major Incidents & Problems until they are resolved.

• Implement actions aimed at reducing Incidents & Problems.

• Act as the transition point between Project Delivery and Operational Maintenance in the region.

• Plan resources to ensure that services across the region are maintained and delivered in accordance with the customer contract SLA’s.

• Be the service expert/reference for senior management and customers in the region.

• Maintain and regularly update a risk and opportunity analysis for each customer in the region.

• Assume full responsibility for the Life Cycle management process for each customer.

• Participate in the CAB process for any changes affecting customers in the region.

• Develop, agree upon, and uphold a disaster recovery process for each account, ensuring alignment with contract objectives and company best practices.

• Recognize the business implications of service quality issues and manage resolutions for customers.

• Ensure the integrity of services through appropriate logical and physical security controls, demonstrating adherence to audits.

• Manage the provision of services delivered by third parties within Operational Maintenance.

• Identify out-of-scope requests from customers, coordinating costs and estimates for the Account Manager to present to clients or management as needed.

• Ensure that stock and spare parts are managed according to account requirements.

• Manage returned items for RMA in compliance with company policy.

• Collaborate with the management team to enhance processes within the area and ensure team adherence to these processes.

• Conduct regular team meetings to ensure effective communication of company updates to all team members.

• Keep the team informed about plans, risks, issues, initiatives, H&S communications, and gather general feedback to improve the team's operational effectiveness.

⛳️ Requirements

• A degree is preferred.

• Some experience in planning and executing projects.

• Some experience in investigating and advising on less complex and non-contentious employee relations cases.

• Experience in addressing the needs of a diverse workforce, encompassing various skills and roles.

• Familiarity with ITIL v4 processes and Service Desk activities.

• Experience in a fast-paced, customer-facing environment.

• Proven experience in managing and developing a team.

• Experience in supervising and delegating work to others.

• A good understanding of ITIL practices.

• Language requirements: Dutch (required) and English (required).

🏝️ Benefits

• Flexible working arrangements.

• Opportunities for professional development.