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Service Manager
Job description
Mission
The Service Manager at Banqup Group is the strategic owner of service governance and client/partner relationships once they are fully operational on our platform. You ensure high-quality service delivery for Corporate and VIP segments by l eading service reviews, managing complex escalations, and driving product improvements based on structural ticket analysis. 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.
Profile
We are looking for candidates who have:
- You hav e 5 years of relevant experience in service management or IT support roles, demonstrating proficiency in leading teams and managing high-stakes client relationships.
- You are accountable for the quality and accuracy of service delivery, with significant latitude in decision-making and escalation handling.
- Recognized as a knowledgeable professional, capable of mentoring and coaching others while managing "steady-state" service environments.
- Proven experience in a Service Manager or IT support role, with a strong understanding of ITIL frameworks.
- Familiarity with ticketing systems (e.g., Intercom, Jira, Zendesk) and reporting tools to monitor KPIs and SLAs.
- Ability to leverage AI-driven strategies and modern support tools to optimize service efficiency.
- Excellent verbal and written c ommunication skills in English (C1). Proficiency in Dutch and French is needed for extra quality care.
- Strong analytical skills to identify trends from data (such as RDR dashboards) and propose structural solutions.
- Ability to take full ownership of issues, from daily tickets to critical security breaches, and drive them to resolution.
- A mindset focused on continuous improvement and the adoption of new technologies and methodologies to enhance the customer experience.
Offer
This is what you win
We offer a market-conformed gross salary that reflects your skills and experience. Furthermore we offer an insurance package (hospitalization, guaranteed income and pension benefits) and a company car including fuel- or charging pass. We provide a net expense allowance, additional vacation days and flexible hours with home based- working possibilities to allow our employees a healthy work- life balance.
Banqup Group is offering more and more services that require a great deal of trust from our customers. As a result, all roles within any of the companies of the Banqup Group are subject to some form of a background check. For most roles, this will involve a simple identity and degree verification. For other roles, we might be required to also verify your criminal record and employment history.
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