Service Delivery Manager

As a Service Delivery Manager (SDM), you will oversee the successful implementation of various projects or change requests, ongoing support, and overall satisfaction of several clients. You will act as the primary point of contact between clients and internal teams (implementation, development, and support) to ensure a timely and qualitative delivery.

• You are the point of contact for key clients, you understand their needs and you communicate them effectively to our internal team.
• You follow up internally and with customers on the implementation of the projects for these customers, you handle the planning, and you communicate it effectively with customers as with your colleagues.
• You coordinate with our different teams internally to ensure that clients’ post-implementation needs (bug fixes, updates, customizations and feature requests) are met in a timely manner.
• You measure and track key performance indicators (KPIs) related to service delivery, including customer satisfaction, and project outcomes which results in minimizing downtime and improving response/resolution times.
• You continuously monitor customer feedback and provide insights for improving service delivery and product functionality.

Your personality

You love analyzing things, implementing projects, following up & tracking KPI’s and seeing them taking shape thanks to your follow up.

You thrive in client-facing roles where you can leverage your strong communication and problem-solving skills to build lasting relationships and proactively address challenges.

You work in a structured way, organizing & prioritizing information, tasks and projects.

You’re a communication master, and teamwork is your driver to keep things organized and to achieve your plans.

You share our company values.

Your skills

• You have more than 5 years of experience in service delivery, customer success, or project management, preferably within a SaaS or software implementation environment.
• You can juggle between projects: managing multiple clients and projects simultaneously while keeping them on schedule and within budget is not a problem for you.
• You are a multitask player, switching with ease between scoping, project and resource planning, or documentation.
• You have exceptional communication skills and are capable of managing diverse stakeholders (technical teams, clients, senior leadership).
• You have the ability to quickly analyze problems, identify solutions, and implement strategies to prevent or minimize disruptions to client services.
• You are able to communicate with our clients in English and in Dutch. Professional working proficiency in French or German is a big plus.

We offer a thrilling work experience. Be part of a team that is in full expansion on a worldwide scale. Bring new ideas to the table, implement them together with our team, and see the impact you can make every day!

This opportunity will help you grow together with us. We value people, their characters, and the work they deliver. We want you to feel good, happy, and we look forward to helping you accomplish things you will be proud of!

Your compensation package is due to evolve with your experience at Hive, but will always include:

• Meal vouchers
• Hospitalization insurance
• Hybrid remote work with flexible hours