Service Manager

Job description


As a Service Manager at the Software Improvement Group, you will be in direct contact with clients to assist in leveraging the SIG products and services, making sure clients will be able to keep working towards ‘Getting Software Right’. You will be building and guiding the Sigrid Service Management Team, a growing international team of Technical Support Analysts, in servicing both our clients and colleagues. You’ll have a constant focus on increasing operational excellence in the existing processes and spotting opportunities to set up new ones through the constant shift left of repetitive tasks which can be automated.

You will be a fundamental addition to the SIG Core delivery group. You’ll lead our Amsterdam based team which services our clients in increasing the adoption of our Sigrid platform. The team also picks up all support and service tasks for the consultancy organization, working closely with the consultants that are responsible for clients in all our verticals.

Who are we?

SIG is an independent technology-based consultancy firm delivering high-end software quality assurance solutions for enterprises around the globe. We believe we can make the world a better place by helping business and technology leaders create safer and healthier applications required to realise their organisational objectives. We are passionate about our offering, and we live for our customers. We have high expectations, and a career at SIG means challenging yourself always to be better. To support our strategy, it's the marketing's department responded to build a robust prospect database and create (international) opportunities.


How we work

As the lead of our Service Center, you will build and develop the team. You will work on various aspects of the SIG tooling to arrange for operational tasks, helping to streamline and elicit options for automation. Operational excellence in delivery is what you aim for and you lead by example. Typically, your work will consist of:

  • Setting up and maintaining the service desk
  • Developing and implementing service standards and procedures for the service delivery department
  • Supervising other members of the service delivery team
  • Maintaining customer relationships and improving response and delivery times
  • Updating service methods to improve overall efficiency
  • Resolving any servicing problems and customer complaints
  • Responding to escalation requests from both client and team members
  • Conducting periodic appraisals of team members and identifying areas for improvement
  • Ensuring Personal Development Plans for all team members and developing talent
  • Creating and presenting regular reports to senior management
  • Instructing customers on our platform operation and software product quality, enhancing Adoption
  • Building and adding to a client knowledge database

What's in it for you?

  • Our company is growing fast and internationally, which will give you a unique possibility to create and work with an international talent pool. 
  • We have a flat organisational structure with room for entrepreneurship, initiative and creativity
  • Work with the smartest people in the industry; highly educated people (all hold a Masters, 30% a PhD) of technology and software engineering enthusiasts in the only company in the world that has a laboratory accredited according to ISO/IEC 17025 for software quality analysis.
  • We provide competitive compensation.
  • We will help you achieve your goals through continuous professional development and regular career progression sessions. 

We are not interested in people who are looking for a job! We are interested in people who are looking to change the world and believe this can be done through improving software quality! In reversing the world of quality software, we have big dreams, and we expect you to have the same!

Requirements

  • Bachelor’s degree, preferably in a technical field like Computer Science/Engineering
  • Minimum of 3 years people management experience in related industry or functional domain
  • Previous management experience of 5-10 years preferred
  • 7+ years of relevant work experience in field service
  • Excellent interpersonal skills and a motivated team player
  • Analytical, ability to learn quickly and geared to problem solving
  • Customer oriented through a service mentality, both internally and externally
  • Proactive attitude, self-starting and self-motivated
  • Excellent command of the English language, verbally & written