Digital Government Service Manager

Working at the intersection of customer contact, management, and continuous service improvement for business units that offer standard solutions to local governments. These units focus on the Social Domain (Work, Income, Care, Youth Care), Taxes & Real Estate (tax and property registration), and Public Affairs (software for civil affairs). Products are increasingly delivered as SaaS. You speak the customer's language, monitor agreements, and improve service with a critical and commercial perspective.

What you will do. As a Service Manager, you are the external face to customers and responsible for tactical customer contact and managing agreed services. You ensure clear agreements, expectations, and active monitoring of service delivery. In collaboration with the internal Customer Support Manager, you ensure that customers are informed, supported, and satisfied.

• Regular contact with customers about progress, KPIs, requirements, wishes, innovations, and improvements.
• Translate customer needs into concrete actions within the organization.
• Actively drive quality, uniformity, and continuous improvement of service delivery.
• Involved in tenders and quotation processes with an advisory role on feasibility, risks, and impact.
• Create and maintain customer and service agreements.
• Help customers by offering the right services.
• Monitor KPIs, prepare and present reports.
• Coordinate customer escalations.
• Point of contact for customers at operational and tactical level.
• Initiate and coordinate changes in service or contract agreements.
• Discuss innovations and optimizations with the customer.
• Monitor contractual agreements and cost control.
• Collaborate with other Service Managers on generic tasks.

Internal collaboration. You will work closely with the Customer Support Manager, who is responsible for:

• 1st, 2nd, and 3rd line support.
• Monitoring, incident, and problem management.
• Deployments and operational application management.