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Service Manager

Unifiedpost in KONTICH
Vaste jobs
Online sinds 23 mrt. 2026
You bridge the gap between initial implementation and long term excellence, ensuring our services consistently meet and exceed client expectations This is what we expect of you:. Service governance & performance: Lead monthly or quarterly Service Management Meetings with Corporate clients and Partners to review SLA performance, service quality, and recurring issues Escalation ownership: Act as the primary service escalation owner for live accounts, coordinating resolution paths with Service & Operations and internal stakeholders after the initial project phase Operational oversight: Monitor daily Service Desk activities and ticket handling (via Intercom) to ensure compliance with SLAs and high quality resolution of incidents and requests Strategic ticket analysis: Proactively identify product weaknesses or structural issues through deep dive ticket analysis and RDR dashboard monitoring, proposing long term solutions to the Product team Critical incident management: Follow up on high priority cases, including P1 incidents, Privacy Breaches, and Security Breaches, ensuring they are handled with immediate attention Client Relationship Management: Build lasting relationships by understanding client business needs and identifying opportunities where Banqup can add value through its service offerings Internal coordination: Facilitate seamless communication between the Service Desk, Service Coordinators, Support Analysts, and Product Owners to ensure a unified customer experience Stakeholder synergy: Maintain a close partnership with Account/Partner Managers, ensuring clear boundaries where they retain ownership of commercial, contractual, and pricing discussions.