Customer Service Manager Benelux

TL;DR

Customer Service Manager (Benelux): Maintaining and delivering service management activities for railway connectivity customers across Benelux region with an accent on SLA compliance, incident resolution, and resource planning. Focus on managing customer lifecycle processes, risks and opportunities analysis, and coordinating third-party services.

Location: Based in Utrecht, Netherlands (Remote), serving Benelux region. Travel required: 50%.

Company

World's leading provider of passenger and fleet connectivity solutions to the railway industry, headquartered in the UK, serving 80+ customers in 40+ countries.

What you will do

• Act as single point of contact for customers, communicating needs and feedback to internal teams.
• Manage major incidents, problems, and actions to reduce them, ensuring SLA compliance.
• Plan resources, handover between project delivery and operations, and oversee lifecycle management.
• Maintain risks/opportunities analysis, disaster recovery processes, and service integrity.
• Manage third-party services, stock/spares, RMAs, and out-of-scope requests.
• Develop processes, hold team meetings, and provide service expertise to management and customers.

Requirements

• Dutch (required) and English (required).
• Degree preferred; experience planning/running projects, ITIL v4 processes, Service Desk, team management.
• Experience in fast-paced customer-facing environment, diverse workforce, employee relations.
• Good understanding of ITIL; excellent communication, MS Office proficiency.
• Attention to detail, multitasking, proactive thinking under pressure.

Culture & Benefits

• Forward-thinking, fast-growing, fun environment with latest technology and collaborative experts.
• Teamwork and trustworthiness culture.
• Flexible working arrangements or reasonable adjustments considered on request.
• Inclusive and diverse employer with equal opportunities.