Job Description
Purpose of the role
The Service Coordinator is responsible for ensuring the proper execution of service agreements with our key customers. Acting as the link between internal teams and client expectations, you make sure that agreed service levels (SLAs) are met and continuously improved.
While not a customer-facing role, the Service Coordinator serves as the main escalation point for operational or contractual issues. You ensure that internal resources are optimally used to meet contractual and financial objectives.
Key Responsibilities
* Take ownership of the operational delivery of assigned customer contracts (portfolio 150–500K€/year).
* Coordinate the start-up and onboarding of new service contracts: handover from Sales/Project Management, operational kick-off, and system setup in ERP and CSM tools.
* Ensure day-to-day operational follow-up in collaboration with Service Desk, Engineering, and Project teams.
* Manage incident and escalation processes to guarantee SLA compliance.
* Monitor and report on service performance and contribute to continuous improvement initiatives.
* Cooperate closely with internal stakeholders (Service Management Support, Technicians, Finance, SOC, Sales, etc.).
* Support financial follow-up of contract P&L and ensure alignment with budget targets.
Qualifications
Profile
* Experience: At least 1 year of experience in Project, Service, Contract, or Account Management.
* Technical knowledge:
o Security technologies (Access Control, Intrusion, CCTV, ICT) and/or Telecommunications (wired/wireless).
o IT affinity (integration with IT systems).
o Knowledge of ITIL principles (certification is a plus).
* Languages: Fluent in Dutch and French.
* Soft skills: Strong communication and negotiation abilities, stress-resistant, problem-solving mindset, and team player.
* Attitude: Integrity, respect, customer focus, willingness to learn, and helpfulness.
Additional Information
* A challenging role in a dynamic and growing high-tech environment
* Continuous learning through trainings and certifications
* Autonomy, responsibility, and strong technical ownership
* An attractive salary package aligned with your experience
We help make your world a safer place. We attach great importance to our values: integrity, helpfulness and vigilance. At Securitas we put diversity first. We encourage everyone to apply regardless of your origin, age, gender or cultural and religious background.
Our goal is to make the world a safer place by offering our clients various services such as permanent surveillance, technological solutions, or training.