Service Manager - Business Market / B2B

At Odido, we believe that technology only becomes truly valuable when it makes people's lives better. That is why we are not only building a strong and reliable network, but above all, a service that makes a difference for our customers. Personal, involved, and always with the ambition to do even better tomorrow.

For our Enterprise customers, connectivity is essential. They rely on our services every day to keep their organizations running. That requires more than just good technology and clear agreements. It requires people who understand what is happening within our customers' businesses, take responsibility, and ensure that we deliver on our promises.

And that is where you come in.

As a Service Manager, you are the fixed point of contact for a number of our largest business customers. You are the connecting link between our customers and the operational teams within Odido. You look beyond contracts and KPIs, build strong relationships, and ensure that our service aligns with what our customers truly need.

Because ultimately, good service is about trust. And you build upon that trust every single day.

In this way, you contribute directly to our ambition to become the Customer Champion.

As a Service Manager at Odido, you are the point of contact for your portfolio of large Enterprise customers. You monitor our customer-specific contractual agreements, ensure that our service aligns with the expectations and needs of customers, and take charge when situations require extra attention.

Relationship management is central to everything you do.

You know your customers, understand their organization, and know which services are mission-critical for them. You build and maintain strong relationships and are a valuable partner both internally and externally at operational and tactical levels. You understand the interests and urgency of various stakeholders and know how to find the right balance between the customer and Odido.

You monitor the agreed SLAs and KPIs and ensure that these are complied with and, where possible, exceeded. You keep a sharp eye on our management processes, work punctually, and ensure that agreements, actions, and follow-ups are properly recorded. Process hygiene is second nature to you.

You listen to our customers, gather their needs and feedback, and translate these into concrete improvement actions within Odido. You advise and support customers regarding our services, think commercially, and recognize opportunities to further strengthen our partnership.

And when a customer calls because something is not going well? Then you take immediate action.

You switch immediately to collaboration and realizing solutions. You understand the urgency, communicate clearly, and ensure that the right people are involved.

As the first escalation point for your customer portfolio, you take charge when incidents get stuck in the regular process or require extra attention. You know when you can act yourself and when you need to involve an Incident Manager or other specialist. Because taking ownership does not mean you have to solve everything yourself.

You are the spider in the web who maintains an overview, mobilizes the right people, and ensures that actions are followed up. Even when pressure increases, you remain calm, solution-oriented, and communicate clearly. You dare to make decisions independently, take responsibility, and always keep an eye on the relationship with the customer.

Together with the Service Management team, you are also an important point of contact for our internal operational departments. You connect teams, manage the progress of improvements where necessary, and ensure that we realize effective and sustainable solutions together.

We want to become the most human-centric telecom provider in the Netherlands. We don't do that with empty promises or generic campaigns, but with stories, propositions, and deals that truly touch people. You help shape how the Netherlands sees, feels, and chooses Odido. Whether you are designing a campaign, acquiring a customer, or sharpening the brand message: your work determines how we visibly make a difference every day. Because when our message lands, people choose us.

At Odido, we are there for each other. We see each other's talents. We provide space for ideas, courage, and individual input, because the best campaigns, deals, and stories rarely arise within the lines. Because you are at your best when you can grow, Odido provides you with all the space for that. Together, we look at where your ambition and talent lie and ensure that you get the opportunities to grow in your own way.

At Odido, you work on projects with national visibility and get the space to bring your ideas to life. You have a direct impact on how customers experience our brand; and you receive the trust to determine your own course in doing so.

In return, we offer an attractive employment benefits package:

• 30 vacation days (full-time) and a day off the day after Ascension Day;
• Hybrid working: 3 days in the office, 2 days at home;
• No company phone, but a €350 voucher to choose a phone yourself that you may keep;
• Personal learning budget and access to more than 200 trainings and courses to continuously develop yourself;
• A variable bonus scheme appropriate to your role;
• A solid pension scheme via Zwitserleven;
• Discount on your Odido Internet & TV or Klik & Klaar subscription for home;
• A lease bike scheme for a healthy and sustainable way of traveling;
• Employer contribution to your sports subscription - we like to invest in your vitality;
• Access to an extensive discount platform with attractive deals on a wide range of products and services.

Together we celebrate successes and make an impact; big and small.

In short: your work matters and is seen and rewarded.

Some things you don't learn in school. For example, a sincere interest in people, a sense for relationships, ownership, and the ability to remain calm when pressure increases.

For you, relationship management is not just part of your job description. It is part of your personal and professional character.

You find it natural to take responsibility, bring people together, and realize solutions. You are analytical, commercially aware, and understand that a good customer relationship is actually strengthened by honesty, clear communication, and fulfilling agreements.

You dare to act independently, but also know when you need others. You don't have to come up with the technical solution yourself to ensure that a customer is well helped.

We are all different, and that is exactly what makes us strong. At the same time, there are a few things that many Odido colleagues have in common.

You feel at home in an environment that is constantly in motion. The world of communication changes quickly; and we move along every day. That doesn't always have to be perfect, as long as you are open to it.

Curiosity helps you with that. Interest in technology and in what is happening in our market makes it more fun and easier to find your way.

Do you recognize yourself in this? Then it might just click.