Manager Service Delivery & Support
Are you an experienced professional in support and service delivery who gets energized by leading a team and wants to remain actively involved in daily operations? Are you looking for a role where you are the linchpin between customers, colleagues, and technology? Then we warmly welcome you as Manager Service Delivery & Support at Axelio in Nootdorp.
What will you do as Manager Service Delivery & Support?
At Axelio, you will have the opportunity to further shape our Managed Services organization. Our services do not stop after a successful implementation; it is precisely afterwards that we make a difference for our customers. You play a key role in this.
As Manager Service Delivery & Support, you are responsible for the complete service delivery to our Managed Services customers. You combine leadership, service delivery management, and operational involvement in one role. Approximately 40% of your time you will actively participate within the support organization, while the remaining 60% is spent on leadership and further developing our services.
Your responsibilities
You are not only the manager of the support team but also the face of our services towards customers. You organize service meetings and quarterly reviews, monitor SLA agreements, and ensure that customers are actively assisted in achieving their goals. You identify risks and opportunities, discuss budget hours and forecasts, and advise customers on the further development of their environment and services.
Additionally, you lead a support team of four employees, spread across our locations in Nootdorp and Groningen. You work from Nootdorp and regularly visit our colleagues in Groningen. You distribute the work within the team, monitor the quality of our services, and keep an overview of ongoing support cases and customer appointments.
You support your colleagues in their daily tasks and are their coach, mentor, and sparring partner. At the same time, you remain actively involved in operations by picking up tickets, helping customers, and resolving incidents. You are the first escalation point for complex or sensitive issues and ensure that customers are assisted quickly and professionally.
You also actively work on improving our services and processes. You analyze trends, recurring incidents, and customer inquiries and translate these into structural improvements for support, consultancy, and development. You monitor support, incident, and service processes and ensure that our services continue to evolve.
Additionally, you play an important role in escalation and release management. You coordinate communication between customers, support, and development, monitor the progress of critical incidents, and ensure good coordination around releases, acceptance processes, and production rollouts.
Finally, we are looking ahead. We want to make our services smarter and more efficient using AI and automation. You will think about how we can implement these technologies in a practical and valuable way to better support our customers and further optimize our processes.
What you can expect from us
You will earn between €5,000 - €6,500. You can also receive additional bonuses, depending on your performance and that of the organization.
We offer you a mobility budget that you can use for a lease car, a lease bike, public transport, or can be paid out as a gross compensation.
A good balance between work and private life is important and varies for everyone. At Axelio, you receive 28 vacation days and have the option to buy or sell 5 additional days.
At Axelio, we provide you with a workspace where you can work anytime and anywhere: at home, in the office, or at one of Axelio's other locations.
Our strength lies in the energy we bring together. We work hard, but we do not forget to take a moment to celebrate success together. Sometimes with a team day full of inspiration, regularly with a spontaneous outing or knowledge sessions.
We find it important that you get the most out of yourself. Therefore, we encourage you to continue developing and initiate training & courses. Each year, we invest 10 days that you can use for study & training.
Your well-being is our priority. With access to coaches and self-help modules, you stay balanced, at work and beyond.
What we expect from you
- A completed higher professional education or HBO work and thinking level.
- Extensive experience in IT services, service delivery, support management, or application management.
- Experience with Microsoft Dynamics 365, CRM solutions, or similar business applications.
- Experience in coaching and leading professionals.
- The ability to connect operational details with strategic objectives.
- Experience with SLA management, customer reviews, and service delivery is a strong plus.
- The ability to prioritize well and maintain oversight in a dynamic environment.
- Willingness to travel regularly between our locations in Nootdorp and Groningen.
- Affinity with AI, automation, and process improvement.
- A hands-on mentality combined with a strong sense of quality and service.
- You are customer-oriented, stress-resistant, and enjoy guiding, inspiring, and building our Managed Services organization together with colleagues.
About Axelio
Axelio is the driver of digital growth. We help organizations move forward by connecting technology, people, and ambitions. With the complete Microsoft ecosystem as a foundation, we develop smart solutions that truly make a difference.
Our teams combine deep industry knowledge with innovative thinking. With our solutions for CRM, ERP, Data & BI, Field Service, and AI, we help organizations work smarter and achieve their digital ambitions. As a Microsoft partner, we are at the forefront of the latest developments and bring innovation to life for our customers.
With locations throughout the Netherlands, we form a close-knit collective of specialists. This means: short lines, local involvement, and a culture where knowledge sharing is natural. You will have the space to grow, innovate, and take initiative with us. We provide the energy, guidance, and connection to make that possible.
Thus, we not only work with technology but primarily for people. And we build together towards progress that you notice every day.