Service Manager Digital Government

• 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, DAPs, KPIs, and IT services

• You have an affinity with software, ITIL processes, and/or financial services

• Experience with tenders is a plus

• You communicate effortlessly in both Dutch and English

• You are customer-oriented, solution-oriented, and a strong communicator

• 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 are someone with natural persuasiveness and organizational sensitivity

• You have a commercial mindset

• A gross salary from € 4,065 to € 5,960 per month depending on knowledge and experience

• The possibility to work from home and a good work-life balance because you are given the space to determine how you schedule your work week

• Extensive training and development opportunities

• 26 vacation days, 8% holiday allowance (paid in May), and loyalty days: the longer you are employed, the more free time you get

• A company laptop and phone

• A home office allowance of € 15 per month plus € 2.45 net per home working day and a mobility budget, because you want to decide for yourself how you travel from home to work

• Staff offers at leading brands

• A bonus of up to € 1,500.- if you refer a new colleague to us

• A staff association that organizes truly fun things. Will you join us to Prague, Efteling, or skiing?

Working at the intersection of customer contact, management, and the continuous improvement of our services? It is possible as a Service Manager Digital Government for the Business Units Social Domain, Taxes & Real Estate, and Operations. These units offer standard solutions for local government.

Social Domain: the part of Digital Government that focuses on the areas of Work, Income, Care, and Youth Care.

To this end, we have developed services for municipalities, but we also have various e-services that residents can use. We are busy ensuring that all our products can be delivered as SaaS.

Taxes & Real Estate: this part of Digital Government offers reliable and secure services to local government authorities that register taxes and properties, such as municipalities and water boards.

Public Affairs: this part of Digital Government develops and implements improved software for local governments. These are municipalities. They use our software Centric Citizen Affairs. This software registers and manages information of residents, such as marital status, identity and 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 customer, is sharp on agreements, and uses a critical eye to raise our service level to a higher level. With your commercial mindset, you recognize opportunities with customers and think along about how our services can become better and more valuable. You are driven, take responsibility, and have the ambition to further develop yourself in this role and within our organization. At the same time, you enjoy collaborating with colleagues to optimally support customers and meet expectations. Make these opportunities happen!

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

You maintain regular contact with customers regarding the progress of the service, KPIs, requirements, and wishes, but also about innovations and possible improvements. In doing so, you translate customer needs into concrete actions within our organization and actively manage quality, uniformity, and continuous improvement of our services.

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

• Creating and maintaining customer and service agreements

• Contributing to tender processes

• Helping customers by offering the right services

• Monitoring KPIs, preparing and presenting reports, with explanations regarding unmet KPIs

• Coordinating customer escalations within the service window

• Point of contact for customers at operational and tactical levels

• Initiating and coordinating changes in services or contract agreements

• Discussing innovations and optimizations with the customer

• Advising on tenders and quotation processes

  (assessing operational feasibility, risks, and impact)

• Monitoring contractual agreements and cost control

• General collaboration with all Service Managers regarding generic tasks and distributing tasks from the general mailbox.

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.

An assessment may be part of this application procedure.

Will you help us take our services to a higher level? Apply via the website for the vacancy of Service Manager Digitale Overheid at Centric in Gouda. For more information about the position, you can contact our Recruiter, Danitsha Abdul via +31 6 10053663 or danitisha.abdul@centric.eu.

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

As soon as you come to strengthen Centric, you surround yourself with possibilities. For instance, you can increase your knowledge by working together with the approximately 500 colleagues from Digital Government. As a partner to more than 300 municipalities, we ensure daily that the service provision of decentralized governments to residents and businesses does not come to a standstill. Because did you know that almost everything residents of the Netherlands arrange with the government goes through our solutions? Think of local taxes and permits, but also applications for travel documents and benefit applications. All that data provides increasing insight and, with that, even better service 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 vacancies. CVs sent (in any form whatsoever) by said parties to any employees of Centric without a valid written assignment from our HR Department or Recruiters are considered public information. No compensation shall be due to said parties in the event that a candidate is hired for whom the CV and/or other data were sent unsolicited.