Key Skills

Job Description

Role Purpose The Customer Service Manager provides proactive service management, commercial support and governance enabling delivery of high quality, standardised and consistent services across Getronics portfolio. This requires solid technical skills, close engagement, commercial vision customer facing and collaboration global technical delivery/operation teams and partners. This role primarily supports services for customers in Netherland and requires the person to be based in Netherland. The position offers a hybrid work model, with a weekly schedule combining days at the customer’s site, the Getronics Netherland office, and remote work from home. Key Accountability Customer P&L accountability with focus in improving Gross Margin Customer satisfaction/experience owner Business expansion / service upselling Support/advisor for bids build Support, follow-up and being able to coordinate small expansion projects SLA achievements and improvements plans Service Reporting Support the operational relationship between internal and client organisations, acting as an escalation point for effective Incident Management Service billing accountability and support for cash collection Contract scope commitments are met and formally change controlled Technical advisor to customer through Getronics portfolio with special emphasis in Cloud (mainly), security and workspace Third party management for customers services We are not looking for a Project Manager, we are looking for a Service Manager Skills/Experience Minimum 3 (nice to have 5) years of experience in an IT Service Delivery role. ITIL qualification would be a strong plus. Experience as Service manager in managing big enterprises with cloud, security, workplace and/or Service Desk services Good technical knowledge in IT, preferably in Cloud (Private (VMware), M.Azure and/or AWS) and secondly in Office365 and security services Business expansion/services upselling mentality. Commercial skills Proven operational management ability: measuring and reporting on operational performance, assessing position and taking appropriate and effective management actions Experience of matrix management in a global environment and remote management Very strong influencing, problem solving and negotiation skills Third party management skills Customer Facing skills Financial Acumen Native-level proficiency in the local language (Dutch). Full professional proficiency in English, both written and spoken About Getronics Getronics is a global IT services provider, managing and securing complex technology environments for enterprise organisations. Founded in 1887, the company combines global delivery capability with direct accountability for outcomes – helping clients reduce cost, complexity and risk across their IT estate. Getronics employs more than 4,000 colleagues across 20+ centres in EMEA, APAC and the Americas, serving more than 1,100 customers worldwide. The company is recognised as a Niche Player in the Gartner Magic Quadrant for Outsourced Digital Workplace Services, and is the founding and leading member of the Global Workspace Alliance (GWA), extending its delivery capability to organisations operating in more than 180 countries. Getronics is also committed to reducing the environmental impact of its operations and its clients' technology estates, and publishes an annual ESG report covering its environmental, social and governance performance. For more information, visit www.getronics.com.

Core Responsibilities

Manage customer service delivery, satisfaction, service performance, and customer P&L, with a focus on improving gross margin and meeting contractual commitments. Support service expansion and bids, coordinate small expansion projects, manage escalations and third parties, and advise customers on cloud, security, and workplace services.

Requirements

Requires at least 3 years of IT service delivery experience, with experience managing enterprise services such as cloud, security, workplace, or service desk; ITIL certification is a strong plus. Candidates should have strong technical, commercial, financial, operational, influencing, negotiation, and customer-facing skills, along with native-level Dutch and full professional English proficiency.