About the job
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 leading 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.
Responsibilities
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.
- 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.
- Stakeholder synergy: Maintain a close partnership with Account/Partner Managers, ensuring clear boundaries where they retain ownership of commercial, contractual, and pricing discussions.
We would be happy to see
We are looking for candidates who have:
- You have 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 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, k) and reporting tools to monitor KPIs and SLAs.
- Excellent verbal and written communication skills in English; proficiency in Dutch and French is a very strong asset for managing our diverse client base.
- Strong analytical skills to identify trends from data 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.
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. Banqup applies a fair and transparent recruitment process. All vacancies are published internally and externally in accordance with our recruitment policy.
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.
