Service Manager

Service Manager 

Amsterdam/Rotterdam, hybrid

This role is part of our Experience & Engineering team based in the Netherlands. 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. Your primary focus will be to maintain the performance, reliability, and scalability of our services, while aligning them with client objectives.

You know exactly what our customers need, even if they don’t explicitly ask for it. You are good at making agreements, monitoring budgets and you enjoy meeting or even exceeding customer expectations together with the team. You can be politically correct, but you can also get to the point when you need to. You are the point of contact for the customers. You often have daily contact with them to communicate the progress of the requests we have running for them. Together with the team, you will oversee all client requests and high priority (JIRA) tickets coming in and make sure to distribute this over the team of engineers and other service managers. By doing so, you take into account the SLA agreements and other specifics of our clients. But also the possibilities and availability in our team planning. 

You never lose sight of what has priority and are always capable of perfectly overseeing the complete workload.  As the job requires, you are quick on your feet and can change gear between an incoming small request like changing a button colour, to a minute later, a breaking check-out flow of one of our e-com clients. This requires immediate attention, without overshadowing other clients and of course our team members. You are a relationship builder, a problem solver, and a technical leader who thrives in delivering service excellence and ensuring client satisfaction. 

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.

• Collaborate with internal teams (development, operations, design) to deliver seamless service, ensuring any issues or incidents are swiftly resolved and communicated effectively.

• Ensure adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), managing client expectations proactively and transparently.

• 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.

WHAT WE ARE LOOKING FOR

• 3+ years of experience in project management and/or IT operations role, preferably within a digital agency or technical services environment.

• Experience with and understanding of;

  • Atlassian services / (Service) JIRA

  • Managed services, service level agreements, and the digital product delivery lifecycle

  • Project management (2+ years of experience)

• 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 and/or German is a pré.

• Direct availability to start working in the Netherlands.

WE OFFER

• A flexible, hybrid working policy (2-3 days from the office, depending on location) and the opportunity to work from abroad for 13 weeks a year. 
• 24 vacation days per year and the possibility to buy an unlimited number of extra vacation days.
• 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. 
• 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!
• 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.