Service Manager Digitale Overheid

Over the Position

Service Manager Digitale Overheid

• Location: Gouda, Zuid-Holland, Netherlands
• Type: Hybrid
• Salary: € 4.065 - € 5.960 per month
• Category: Helpdesk en Support

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Job Description

Are you passionate about working at the intersection of client contact, management, and continuously improving our services? As a Service Manager Digitale Overheid for the Business Units Sociaal Domein, Belastingen & Vastgoed, and Bedrijfsvoering, you will be at the forefront of delivering standard solutions for local government.

About the Role

Sociaal Domein: This part of Digitale Overheid focuses on areas such as Work, Income, Healthcare, and Youth Care. We have developed services for municipalities and offer various e-services for residents. Our goal is to ensure all our products are delivered as SaaS.

Belastingen & Vastgoed: This unit provides reliable and secure services for local government entities that register taxes and properties, such as municipalities and water boards.

Publiekszaken: This part of Digitale Overheid develops and implements improved software for local governments. These are municipalities that use our software Centric Burgerzaken. This software registers and manages resident information, such as marital status, identity, travel documents, driver's licenses, certificates for background checks, and elections. The application is also available as SaaS, and we are the market leader.

You are someone who speaks the language of the client, is sharp on agreements, and critically improves our service delivery. With your commercial mindset, you recognize opportunities with clients and think about how our service delivery can be better and more valuable. You are driven, take responsibility, and have the ambition to develop yourself further in this role and within our organization. At the same time, you enjoy working with colleagues to optimally support clients and meet expectations. Make the most of these opportunities!

What You Will Do

As a Service Manager, you are the external face towards our clients and responsible for tactical client contact and management of agreed service delivery. You ensure that agreements, expectations, and service delivery are clear and actively monitored. In close collaboration with the internal Customer Support Manager – your direct counterpart, who is responsible for support, monitoring, and ensuring the smooth running of the operational phase – you ensure that clients remain well-informed, feel supported, and are satisfied with the service delivery.

You regularly communicate with clients about the progress of service delivery, KPIs, requirements, and wishes, as well as innovations and possible improvements. You translate client needs into concrete actions within our organization and actively steer quality, uniformity, and continuous improvement of our service delivery.

In addition, you will be involved in tendering and offer processes. In these processes, you have an advisory role, where you assess whether the requested service delivery is realistic, feasible, and appropriate within our operational capabilities. You advise on the impact on service delivery, possible risks, and the best way to realize valuable and sustainable solutions for our clients. Together with the Customer Support Manager, you form the connecting link between the client, support, and our internal organization. What else do you do?

• Making and maintaining client and service agreements
• Participating in tendering processes
• Helping clients by offering the right services
• Monitoring KPIs, preparing and presenting reports, with explanations for unmet KPIs
• Coordinating client escalations within the service window
• Point of contact for clients at operational and tactical levels
• Initiating and coordinating changes in service delivery or contract agreements
• Discussing innovations and optimizations with the client
• Advising on tenders and offer processes (assessing operational feasibility, risks, and impact)
• Monitoring contractual agreements and cost control
• General collaboration with all Service Managers on generic tasks and distributing tasks from the general mailbox.

Internal Collaboration

You work intensively 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

Together, you ensure smooth, transparent, and professional service delivery.

What We Offer

• A gross salary from € 4.065,- to € 5.960,- per month, depending on knowledge and experience
• Opportunity to work from home and a good work-life balance by allowing you to determine how you schedule your workweek
• Extensive training and development opportunities
• 26 vacation days, 8% vacation allowance (paid in May), and loyalty days: the longer you are employed, the more time off
• A company laptop and phone
• A home office allowance of € 15,- per month plus € 2,45 net per home office day and a mobility budget, because you want to determine how you travel from home to work
• Staff discounts at leading brands
• A bonus of up to € 1.500,- if you refer a new colleague to us
• A staff association that organizes really fun activities. Are you going to Prague, Efteling, or skiing?

What You Bring

• You have a completed HBO degree, preferably in Business Administration, ICT & Business, Computer Science, or Technical Business Administration
• You have experience as a Service Manager, Contract Manager, or similar role
• You have experience with SLAs, Dap's, KPIs, and IT service delivery
• You have an affinity with software, ITIL processes, and/or financial services
• Experience with tendering is a plus
• You communicate effortlessly in both Dutch and English
• You are client-oriented, solution-oriented, and communicatively strong
• You are the director who maintains an overview in complex situations
• You are assertive and able to manage expectations
• You are analytical, structured, and quality-oriented
• You have natural persuasive power and organizational sensitivity
• You have a commercial mindset

Taking an assessment may be part of this application process.

Surround Yourself with Opportunities at Centric

Will you help us elevate service delivery to a higher level? Apply for the Service Manager Digitale Overheid position at Centric in Gouda. For more information about the role, you can contact our Recruiter, Danitsha Abdul via +31 6 10053663 or [email protected].

Here Your Opportunities Begin

Without you knowing, you may have already come into contact with Centric. When you pay in a store. When you drink a glass of tap water. When you apply for a passport. Thousands of organizations and their millions of clients rely on our 200+ technological solutions, high-quality IT services, and 3,700 qualified professionals every day. Together, we ensure that important processes in our society always keep running.

As soon as you join Centric, you surround yourself with opportunities. You can expand your knowledge by working with the approximately 500 colleagues of Digitale Overheid. As a partner of more than 300 municipalities, we daily ensure that the service delivery of decentralized governments to residents and businesses does not come to a halt. Did you know that almost everything residents of the Netherlands arrange with the government via our solutions? Think of local taxes and permits, but also application for travel documents and benefit applications. All this data provides more insight and thus even better service delivery to residents.

We only have positions available for Dutch-speaking applicants residing in the Netherlands.

Centric does not accept unsolicited help from intermediaries/employment agencies or other third parties for our job openings. CVs (in any form) sent by mentioned parties to any Centric employee without a valid written search request from our HR Department or Recruiters will be considered public information. No compensation will be owed to said parties in the event that a candidate is hired from whom the CV and/or other information has been sent unsolicited.

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Job Summary

• Type: Hybrid
• Location: Gouda, Zuid-Holland
• Salary: € 4.065 - € 5.960 per month
• Category: Helpdesk en Support
• Hours: 36 - 40 hours per week
• Level: Midden niveau
• Field: Techniek

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