Service Desk Manager BeNeLux

Job Target

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The primary purpose of the Service Desk Manager at Unifiedpost Group is to lead and manage the first line Service Desk operations in the Benelux region.

 In this role, you ensure a customer-focused approach across all our support processes. 

Our customers rely on fast, friendly, and effective solutions, and you are the driving force behind our team consistently exceeding these expectations. 

You will work closely with the sales department to guarantee a seamless customer experience, ensuring that each interaction leaves a positive impression. The Service Desk Manager will also  work closely with Support Analysts, Service Desk Agents, Product Managers, and other stakeholders to deliver exceptional service to clients.

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Responsibilities

Operational Tasks:

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• Leadership and Management: Oversee the daily operations of the Service Desk team, ensuring timely resolution of incidents and requests in compliance with SLAs.
• Client Engagement: Establish and maintain strong relationships with clients, understanding their business needs and ensuring service delivery exceeds expectations.
• Collaboration: Facilitate communication and collaboration between Service Desk teams and other departments, including Support Analysts, QA Engineers, and Product Owners.
• Performance Monitoring: Develop and track KPIs to assess team performance and service quality, providing regular reports to upper management.
• Continuous Improvement: Proactively identify points of weakness in the function and work to address these before they impact day-to-day operations.

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Client Service Management:

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• Effective Communication: Communicate effectively with clients to identify needs and evaluate alternative business solutions and strategies, in close collaboration with all Unifiedpost Group stakeholders.
• Relationship Management: Build lasting client relationships by understanding client business needs and how Unifiedpost Group can add value through its service offerings.
• Opportunities for Upselling: Spot opportunities where additional services and added value can be provided to clients, creating compelling cases for engagement.
• Client Service Reviews: Lead client service reviews and provide senior-level resolution to client issues and escalations.

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Ticket Management / Incident and Service Request Management:

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• Timely Ticket Management: Work with the team to ensure timely acknowledgment, progression, and completion of client-raised tickets within agreed SLAs.
• Root Cause Analysis: Identify the root cause of common issues to ensure permanent resolution and timely responses to service requests.
• Change Request Management: Identify the effort and impact for changes requested, managing their delivery, including billing.

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Organizational Tasks:

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• Project Compliance: Follow project requirements, quality standards, and deadlines as set in the project specifications.
• Team Development: Depending on expertise, take part in technical evaluations, train, mentor, and coach newcomers and colleagues to ensure knowledge sharing.
• Confidentiality and Compliance: Maintain confidentiality of all company information and ensure proper usage of software applications installed on Unifiedpost Group IT equipment.
• Documentation and Time Management: Register time worked in designated tools and provide necessary documents and certifications as per company and departmental rules.

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About Unifiedpost Group

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At Unifiedpost Group, our mission is to make business easy and smart by helping organizations build strong digital connections with their customers and suppliers. We are a leading financial technology company that simplifies and automates business processes through our innovative digital solutions. Our platform connects businesses with their customers, suppliers, and financial institutions, enabling seamless electronic document processing, invoicing, payment services, and administrative workflows.

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Our cloud-based open network of consumers and organizations - small or large, local or global - promotes collaboration, digital interactions, document exchanges, payments and cash flow optimisation. It also enables us and our partners to create additional data-driven services to help organizations grow.

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In our trusted network we equip every verified participant with the right tools to digitize and automate business processes including order-to-cash and procure-to-pay processes. Those tools range from smart mobile and web applications over software integrations all the way to fully documented APIs.

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Our vision is to become the leading digital one-stop shop solution for administrative, financial, and payment processes and communications between parties. By leveraging cutting-edge technology and a customer-centric approach, Unifiedpost Group empowers businesses to focus on their core activities while we handle the complexities of their financial and administrative processes.

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Take a look at our website https://www.Unifiedpostgroup.com/ for more information. 

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We would be happy to see

Competencies 

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• Technical Competencies:some text
  • Proven experience in a Service Desk or IT support role, with a strong understanding of ITIL frameworks. Familiarity with ticketing systems (e.g., Jira, Zendesk) and reporting tools.

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• Behavioral Competencies:some text
  • Communication: Excellent verbal and written communication skills in both local languages and English.
  • Critical Thinking: Strong analytical skills to identify trends and propose solutions.
  • Proactivity: Ability to take ownership of issues and drive them to resolution.
  • Innovation: A mindset focused on continuous improvement and the adoption of new technologies and methodologies.

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Job Grading

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• Experienced Level: The ideal candidate will have 5+ years of relevant experience in service management or IT support roles, demonstrating proficiency in leading teams and managing client relationships.
• Impact and Autonomy: Accountable for the quality and accuracy of service delivery, with significant latitude in decision-making.
• Knowledge and Experience: Recognized as a knowledgeable professional, capable of mentoring and coaching others.

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This is what you win

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We offer a market-conformed gross salary that reflects your skills and experience. Furthermore we offer an insurance package (hospitalization 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.

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Challenges: we’re transforming the world of business communications and transactions. You will develop your technical skills but also your knowledge about business processes.

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Responsibility: making a difference in decision-making means you take on responsibility, not just tasks.

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Common purpose: you grow by learning new skills and we benefit from your knowledge. We all work together towards one goal.

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Unifiedpost 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 Unifiedpost 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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We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. As an equal opportunity employer, we welcome applications from all backgrounds. Guided by the OECD Responsible Business Conduct and UN Human Rights principles, we are dedicated to ethical practices and making a positive impact through our innovative solutions.