Service Manager We are building an independent ATM-network offering qualitative cash services to all individuals and merchants in Belgium. We set the goal to become the largest player on the Belgian market in the next few years. In order to support our expanding business, we are looking for a Service Manager to join our team. Your role As our Service Manager you are responsible for the quality and continuous improvement of the Batopin services. You coordinate and monitor the services Batopin provides towards vendors and suppliers on one hand and clients on the other to guarantee that the SLA’s (Service Level Agreements) are respected. You play a crucial role in managing the service lifecycle, from service design and development to deployment, operation, and continuous improvement. What will you do? Collaborate with stakeholders to identify service requirements and define service strategies. Develop service plans, including service catalogues, service level agreements (SLAs), and service performance metrics Coordinate the delivery of services, ensuring compliance with established processes and procedures. Allocate resources, monitor service performance, and identify areas for improvement Generate and analyze service performance reports, highlighting key metrics, trends, and areas of concern. Use data-driven insights to make informed decisions and drive service improvements Ensure compliance with relevant industry standards, regulations, and internal policies Monitor and maintain the necessary documentation and records to support compliance efforts. Develop and maintain service continuity and disaster recovery plans, ensuring business continuity in the event of service disruptions or emergencies. Build and maintain strong relationships with customers and vendors to understand their needs, gather feedback, and ensure customer satisfaction Act as the primary point of contact for escalations and service-related inquiries What do we expect? Have a Bachelor's degree in a relevant field (e.g., Business Administration, Information Technology) or equivalent experience. Mothertongue Dutch or French with a profound knowledge of English. Proven experience in service management In-depth knowledge of service management frameworks and best practices (e.g., ITIL, ISO 20000). Strong understanding of service delivery processes, including incident management, problem management, change management and service level management. What do we offer? A high-impact role at the heart of Batopin's mission A dynamic environment with meaningful responsibility, autonomy, and room for growth. Competitive compensation and benefits aligned with experience and market. You can work from home but you’re always welcome in our offices near Brussels North Station. Download attachment(s) This job as a PDF file