Key Skills

Job Description

What are you going to do? Joining Hypersolid as our Service Manager (Cloud & Hosting) means becoming the primary point of contact for one of our clients. You build strong, long-term relationships and ensure our managed services consistently deliver on what we agreed. You drive both client satisfaction and service performance by monitoring SLAs and KPIs, running service reviews, and turning insights into concrete improvements. You operate on the client side of the organization. You keep a clear overview, manage expectations, and translate what’s happening at the client into clear priorities for the people involved. When incidents or escalations occur, you take the lead on communication and follow-up, ensuring clarity, ownership, and structural improvements where needed. You work closely with engineers and internal stakeholders, but you are not part of day-to-day operations. Additional tasks: Own and manage the client service rhythm (service reviews, reporting, actions, follow-up). Track SLA performance and contractual scope and keep agreements clear and realistic. Lead escalations when needed and ensure transparent communication with all stakeholders. Identify recurring issues and drive structural improvements with the relevant teams. Manage risks and opportunities in the partnership and align with Account and Service Delivery when relevant. Who are we looking for? We are looking for someone who is client-oriented, structured, and ownership-driven. You communicate clearly, stay calm under pressure, and can switch easily between stakeholder management and service content. This role isn't technical but you've managed services built on cloud platforms before, and you know digital/IT service delivery well enough to ask the right questions, connect with the right people, and keep everyone aligned. As a person, you bring: Strong relationship and expectation management, while staying sharp on agreements. Proactive and analytical: you spot patterns and translate them into actions and improvements. Clear and professional in communication, also during incidents or escalations. Comfortable leading without formal authority and able to keep stakeholders aligned. At home in a tech-driven environment and confident working with engineers and specialists. Experienced in corporate client environments and politically sensitive stakeholder landscapes. About The Team You work closely with engineers and internal stakeholders across Hypersolid, while operating clearly on the client side of the organization. You are the fixed point of contact who brings structure, clarity, and predictability to complex client relationships. In this role, you are not involved in daily operations. Instead, you focus on oversight, managing client expectations and governing around contractual agreements. You have the authority and scope to further improve the relationship with clients within your portfolio and advice on how service quality can be enhanced over time. Requirements Completed HBO (Bachelor) education or equivalent relevant work experience. 5+ years of experience in a digital/IT managed services/MSP environment. 2+ years of experience in customer success, service management, service delivery, or a comparable role. Experience with SLAs, KPIs, service reviews, and escalation management. Working knowledge of ITIL and incident/change processes (pre: ITIL Foundation) Technical background in both development and hosting. Experience working in a corporate environment and politically sensitive stakeholder landscapes. You speak and write English fluently. Pre: Experience with tools such as Jira, ServiceNow, or similar. Familiarity with cloud/platform environments (AWS/Azure) is a plus.

Core Responsibilities

Serve as the primary client contact, managing service reviews, reporting, expectations, contractual scope, and SLA and KPI performance. Lead escalation communications and drive structural service improvements in collaboration with engineers and internal stakeholders.

Requirements

Requires a completed bachelor-level education or equivalent relevant experience, at least five years in digital or IT managed services, and at least two years in service management, service delivery, customer success, or a comparable role. Candidates should have experience with SLAs, KPIs, escalations, ITIL processes, development and hosting, and corporate stakeholders, as well as fluent English.