This role is part of our Experience & Engineering business team. We combine our skills in developing future-ready technical solutions with our expertise in creating beautiful designs to deliver exceptional and engaging digital experiences that build lasting relationships with our clients like Gant, Inter Milan, bol.com and Just Eat Takeaway.
JOB PURPOSE
As a Service Manager within our Experience & Engineering team, you will be the cornerstone of operational excellence, ensuring that our managed services deliver consistent value to our clients. You will oversee the day-to-day management of services provided, while driving innovation and continuous improvement. You are a relationship builder, a problem solver, and a technical leader who thrives in delivering service excellence and ensuring client satisfaction. Your primary focus will be to maintain the performance, reliability, and scalability of our services, while aligning them with client objectives.
KEY RESPONSIBILITIES
- Manage the end-to-end service delivery for our clients, ensuring the highest level of performance, stability, and availability across all managed services.
- Serve as the primary point of contact for clients regarding service performance, incidents, and problem management.
- Establish and maintain strong relationships with clients, gaining a deep understanding of their business needs and aligning our services to support their goals.
- Collaborate with internal teams (development, operations, design) to deliver seamless service, ensuring any issues or incidents are swiftly resolved and communicated effectively.
- Identify opportunities for service improvements and optimization, regularly reviewing service metrics and feedback to drive enhancements and continuous development
- Ensure adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), managing client expectations proactively and transparently.
- Act as an advocate for the client within the organization, ensuring their needs are met and exceeded through our managed service offerings.
- Lead regular service reviews with clients, providing insights into performance, opportunities for enhancement, and maintaining an ongoing dialogue about service improvements.
- Coordinate escalations and ensure resolution of high-priority incidents while maintaining clear communication with both clients and internal teams.
- Prepare and present comprehensive reports to both clients and internal stakeholders, detailing service performance, challenges, and recommendations for future improvements.
WHAT WE ARE LOOKING FOR
- 3+ years of experience in a service management, project management and/or IT operations role, preferably within a digital agency or technical services environment.
- Deep understanding of managed services, service level agreements, and the digital product delivery lifecycle.
- Strong relationship-building skills, with the ability to engage and maintain trust with key stakeholders at all levels of the client organization.
- Proven problem-solving abilities, with experience in managing complex incidents and ensuring timely resolutions.
- A proactive, service-oriented mindset, always seeking to enhance client satisfaction and service quality.
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
- Ability to thrive in a fast-paced environment, juggling multiple priorities while maintaining a high level of detail.
- A passion for technology and digital experiences, with a strong understanding of how digital products and services come together to deliver value.
- Working proficiency of English, Dutch is a plus.
- Direct availability to start working in the Netherlands.
WE OFFER
- A reputation for doing good. DEPT® has been a Certified B Corp® since 2021, has been named a Great Place To Work since 2022 in the Netherlands and named ‘Agency of the Year’ at both The Lovies and The Webby Awards.
- Awesome clients. Whether big, small, local or global — at DEPT® you’ll get the opportunity to work with all of them. And we celebrate all of our successes together!
- The choice to work where you are most productive: whether that is in one of our offices, or abroad for 13 weeks a year. Rather work from home? No problem! We’ll provide you with the best of class materials, such as a high-quality laptop, monitor, work phone and the necessary furniture.
- Work anywhere. Choose your ideal workspace: office, abroad for 13 weeks a year, or home. We’ll equip you with everything you need.
- DEPT®/YOU Learning Menu and DEPT®/YOU Special Programs. Develop your skills with courses and programs tailored to your needs.
- Stay happy and healthy with a contribution to your health through the OpenUp platform, gym and wellness discounts, and healthy lunches at the office.
- Get a discount on your lease bike and ride in style. You can also enjoy hassle free-commutes with an NS Business Card.
- You can discover even more employee benefits here.
WHO ARE WE?
We are pioneers at heart. What does that mean? We are always looking forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating.
Our culture is big enough to cope and small enough to care. Meaning, that with people across 30+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients problems, no matter where you are in the world.
DIVERSITY, EQUITY & INCLUSION
At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.
Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine.
We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.
