Service Delivery Manager

Type of employment Fulltime

Location: Hoofddorp, Schiphol, and international

Are you a driven professional with experience in service management and a passion for technology? Do you have a track record in complex environments and the ability to achieve results with multiple stakeholders? Then Scarabee is looking for you to join us as our new Service Delivery Manager!

About the role

As a Service Delivery Manager at Scarabee, you are the bridge between our clients and our internal organization. You will be responsible for managing and optimizing service delivery, with a strong focus on customer satisfaction and continuous improvement. You will develop, monitor, and adjust Service Level Agreements (SLAs), Delivery Assurance Plans (DAPs), and other contractual commitments.

Working closely with clients and partners, you’ll focus on building strong relationships, ensuring clear communication, and continuously seeking improvements in performance, efficiency, and cost control.

Responsibilities

Relationship Management: Build and maintain strong relationships with clients, partners, and subcontractors. Understand their needs and proactively address any concerns or issues.
Service Planning and Coordination: Develop service plans, establish SLAs, and coordinate service delivery to meet agreed-upon goals.
Performance Monitoring: Track KPIs, analyze data, and identify areas for improvement. Ensure SLA compliance and work toward quality and efficiency enhancements.
Problem Solving: Manage service-related escalations and coordinate solutions with internal teams to minimize client impact.
Continuous Improvement: Drive initiatives for continuous improvement, implement best practices, and optimize processes.
Reporting and Communication: Provide regular performance reports to stakeholders, highlighting achievements and challenges.
Customer Satisfaction Surveys (CSS): Design and execute CSS, report on outcomes, and make recommendations for improvements.
Financial Management: Ensure revenue generation in line with contractual agreements and pursue additional revenue opportunities with existing clients.
Contract and Vendor Management: Monitor partner services and ensure that they meet contractual obligations in line with KPIs.

What you bring

Bachelor’s level of education or equivalent, with a strong technical affinity.
Minimum of 3 years in a similar service management role, preferably in a complex environment.
Experience with project-based work and methodologies such as ITIL and Lean.
Strong presentation and writing skills, and a commercial understanding of service management.
Excellent command of Dutch and English, both spoken and written.

Key Competencies

Problem-Solving Skills
Continuous Improvement Mindset
Communication Skills
Coordination Abilities

What We Offer:

A tailored onboarding program to help you succeed in your role
25 vacation days
A competitive salary
Phone and laptop, which you may also use privately within reason
Travel expense reimbursement in accordance with regulations
A friendly team of 150 colleagues
An enthusiastic and highly skilled team of specialists and experts
Opportunities for personal development through training and guidance, with chances for career advancement in our growing organization
Social activities, including Friday afternoon drinks and occasional company parties
Monthly 15-minute chair massages at the office
An annual summer barbecue with all your colleagues
A focus on well-being, including discounted gym memberships as part of our vitality policy, with Scarabee covering a portion of the costs
The option to lease a bike at attractive rates through our bike leasing program with Lease a Bike

Not Meeting All the Requirements?
Research shows that individuals from underrepresented groups often avoid job postings if they do not meet every requirement. However, we don’t check all the boxes either. At our company, we believe in equal opportunities and value diversity in the workplace. So even if you don’t see yourself reflected in our current team, we encourage you to apply. Your unique perspectives and experiences can only enhance our company!

Contact:
If you’re interested in this position and would like to apply, please send your cover letter and CV to recruitment@scarabee.com or fill out the form below.

PS: This vacancy is aimed at recruiting our new colleague and is not a call for acquisition!
We treat every application confidentially and will handle your information accordingly. We will never disclose personal data to third parties without your consent. We use this information solely for processing your application and matching you with one or more vacancies. We will retain your data in our database for four weeks after the conclusion of the application process. Only with your consent will we keep your data for up to 12 months after the conclusion of the process. You can request Scarabee to delete your data or withdraw consent at any time.

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