Service Manager

Experienced Service Manager Since the launch of Wyre on July 1, 2023, we have been committed to successfully rolling out the network of the future. By investing in the capabilities and needs of each individual, we are able to further realize our growth ambitions.  We aim to create an inclusive environment where everyone feels welcome, regardless of background, gender, ethnicity, or any disabilities. We are proud of our identity in which our corporate values - "Be Ambitious, Be Brave, Be Real & Be One" - are fully embraced. These values are the result of teamwork and guide us in achieving our goals and strengthening our culture.  Since personal growth is actively encouraged within Wyre, we are ready to support you in reaching your full potential through internal career opportunities and a wide range of learning opportunities.  Working in the Wyre Operations Team The Wyre Operations Team is responsible for the qualitative delivery of all service requirements of our customers through a wide range of partners. As a team, we manage all end-to-end operational customer processes, from the installation of drop cables to the maintenance and repair of the coaxial and fiber network. We closely monitor internal collaboration and partner performance while also driving change. Through extensive partnerships, we implement transformations and innovations to: Upgrade the quality of our operations; Better meet the needs of our customers; Optimize our cost structure. We strive for sustainable collaboration with customers and partners. We always aim for a win-win situation. Your Role as Service Manager Your primary focus is relationship management; you act as the connection between the customer and the Wyre Operations Team throughout the entire lifecycle of the customer. Towards our customers – You represent Wyre and serve as the Single Point of Contact (SPOC) for all operational topics; You are responsible for leading the monthly service meetings with the customer, where you discuss the operational relationship of today and tomorrow; You report on contractual SLA’s & KPI’s and provide detailed reporting that demonstrates compliance with the contract; You discuss the customer's operational expectations for the future; You initiate service improvement initiatives within the existing contractual specifications; You collaborate with the Key Account Manager to identify business opportunities and customer needs outside the existing service catalog and respond to new service requests; You work with Project Managers & Subject Matter Experts to ensure the qualitative implementation of projects and tools; You oversee qualitative communication in case of escalations and major incidents. Within the Wyre Operations Team – You represent the customer and facilitate all necessary external operational alignment. You collaborate with the Service Delivery Managers to interpret the operational performance of partners and link it to the contractual SLA’s & KPI’s for your customer; You inject the customer's operational expectations into brainstorming exercises regarding service improvement initiatives; You provide the customer's perspective when challenging policies, processes, and procedures to continuously improve end-to-end service; You collaborate with Service Delivery Managers to assess the impact of new service requests on the operational organization so that Wyre can continue to ensure qualitative service delivery in the future; You are responsible for tracking escalations & major incidents and escalate internally to operational, tactical, and strategic levels if necessary to guarantee contract compliance. Our Ideal Service Manager Holds a master’s degree, preferably in Telecommunications, Business Administration, Engineering, or a related field. However, relevant experience and strong industry insights are equally valued. Has at least 5 years of proven experience in relevant roles. Possesses strong communication skills in Dutch and English (French is a plus). Ideally has experience in the ICT/telecom sector and understands the telecom market and general business operations in a complex, evolving environment. Has a solid grasp of service management principles and processes. Can identify opportunities and risks, proactively suggesting actions to improve customer satisfaction, growth, and long-term relationships. Can bridge the gap between network and service, requiring technical insight. Has commercial and negotiation skills, enabling active participation in cross-selling and upselling. Maintains a holistic view of the entire service offering, while also being able to dive deep when needed. What we offer:  You join a company that invests fully in you and optimizes the work environment according to your needs. This allows you to develop yourself while also maintaining a work-life balance.  You have full autonomy to further develop your expertise. We encourage your personal growth with internal mobility opportunities and extensive learning possibilities but also give you the chance to hit the pause button or explore a completely different path over time.  You enjoy the company of colleagues who are just as passionate as you are.  You receive a competitive gross monthly salary depending on your experience, complemented by numerous fringe benefits Interested in a new challenge? Apply now