Service Manager (Cloud & Hosting)

TL;DR

Service Manager (Cloud & Hosting): Becoming the primary point of contact for clients, building strong relationships and ensuring managed services consistently deliver on agreements with an accent on client satisfaction and service performance. Focus on monitoring SLAs and KPIs, leading escalations, and driving structural improvements.

Location: Alkmaar

Company

hirify.global is a company in Alkmaar.

What you will do

• Own and manage the client service rhythm, including service reviews, reporting, actions, and follow-up.
• Track SLA performance and contractual scope, ensuring agreements are 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.

Requirements

• Completed HBO (Bachelor) education or equivalent relevant work experience.
• 5+ years of experience in a digital/IT environment (preferably managed services, platforms, or DevOps context).
• 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; affinity with DevOps ways of working.
• Technical background in both development and hosting.
• Microsoft certification(s) and/or Microsoft Azure experience.
• Experience working in a corporate environment and politically sensitive stakeholder landscapes.
• English: fluent in speaking and writing

Nice to have

• Experience with tools such as Jira, ServiceNow, or similar.
• Familiarity with cloud/platform environments (AWS/Azure) is a plus.