Short Description
Function: Chief Operations Office - Operations
Reports to: Manager, Customer Management
Set up: Hybrid
Contract: Permanent
Why we need this role
At Colt, we’re all about delivering exceptional service. Our service & contract managers play a key role in ensuring our customers have a seamless, reliable experience with us. Acting as the bridge between the customer and Colt, you’ll manage service performance, drive improvements, and ensure contractual commitments are met—so our clients can focus on growing their business.
What you will do
As a service & contract manager you will:
1. Own the service relationship for key accounts, supporting them from onboarding through to ongoing operations.
2. Manage performance, address issues proactively, and be the customer’s go-to expert on everything service and contract related.
3. Lead onboarding and service reviews for gold & platinum customers.
4. Build strong relationships across customer teams Monitor performance and produce regular service reports.
5. Create and maintain relationship agreements.
6. Drive service improvements and resolve escalations.
7. Ensure contract compliance—SLA, pricing, renewals, and changes.
8. Collaborate with internal teams to deliver results and support account growth
What we're looking for
9. 5 to 7 years in service delivery, customer success, or contract management in tech environments
10. Strong communicator with a calm, confident presence under pressure
11. Knowledge of ITIL, contract governance, and financial acumen
12. Experience contributing to RFPs and service-related pitches
13. Comfortable in dynamic, international, cross-functional teams
14. Fluent in English; French and Dutch excellent presentation and reporting skills
15. Flexible for occasional travel