Service Manager | SIAM, Managed Services & Critical Infrastructure

As a Service Manager, you ensure that complex services are not only delivered according to agreement but also continue to align with the customer's ambitions and challenges. You monitor performance, contracts, risks, and customer satisfaction, but above all, you look ahead. Where are the opportunities for improvement? How do we strengthen cooperation within the chain? And how do we ensure that the service grows alongside the customer's developments?

You work in an environment where technology, service delivery, vendor management, and customer relationships converge. In doing so, you are the one who maintains oversight, creates connections, and ensures that all parties involved work towards the same objectives.

Within this role, you work with, among other things, managed services, Service Integration and Management (SIAM), ITIL processes and practices, service contracts, governance, vendor management, Customer Success, and tender, procurement, and RFP processes. You move within complex IT and OT environments where continuity, availability, and collaboration between different vendors are central.

One day you might facilitate a service review and discuss improvements with customers and vendors. The next day, you advise on the further development of services, manage a complex escalation, or provide substantive input to a tender or RFP process. In doing so, you combine contractual sharpness with attention to Customer Success: you understand what a customer wants to achieve and translate that into concrete improvements and sustainable results.

What makes this position extra special is the sector in which you work. Our customers are active within the Dutch critical infrastructure. Think of grid operators, utilities organizations, and parties within transportation. Organizations where availability, safety, and continuity are not abstract concepts, but have a direct impact on society.

In this position, you are responsible for the quality, predictability, and development of managed services and service contracts.

• Directing within SIAM environments in which multiple vendors collaborate;
• Connecting customers, Axians, and vendors into one effective service chain;
• Steering on quality, customer satisfaction, risks, budgets, and contract results;
• Leading service reviews and translating insights into concrete improvement actions;
• Building sustainable customer relationships and acting as a tactical and strategic partner;
• Identifying developments within the customer environment and translating these into proposals for improvement and innovation;
• Contributing to tenders, procurements, and RFP processes;
• Advising on ITIL processes, governance, and continuous improvement;
• Ensuring that agreements from contracts and quotes are successfully translated into daily service delivery.

You are therefore not only responsible for the service delivery of today, but also help customers to be prepared for the challenges of tomorrow.

You are someone who easily switches between customer interest, contractual agreements, and operational reality. You communicate clearly, maintain oversight, and know how to involve diverse stakeholders in changes and improvements.

We would like to determine together whether this position ultimately best fits an experienced mid-level or senior professional, based on your experience, ambitions, and the complexity of the customer environments in which you have worked.

Within Axians Utilities & Transportation, we work for organizations that are part of the Dutch critical infrastructure. Think of customers within the energy sector, utilities, and transportation, including organizations that are daily responsible for the availability and reliability of essential infrastructures.

The services we provide are often multi-year, contract-driven, and business-critical. This requires service management that goes beyond monitoring SLAs. We want to understand what our customers need, connect different interests, and constantly search for ways to make service delivery smarter, more reliable, and future-proof.

As part of Axians and VINCI Energies, we combine the impact of an international organization with the commitment of local, entrepreneurial teams. This gives you a lot of freedom to provide direction to customer relationships, service delivery, and improvement initiatives yourself, while you can always rely on a large network of specialists.

You will join a multidisciplinary team of about ten colleagues with different backgrounds in service management, architecture, consultancy, sales, and technology. As a result, you work daily with people who each contribute to the service delivery for the customer from their own expertise.

In addition, you work closely with other disciplines within Axians, including operations, security, project management, and consultancy. This gives you the opportunity to look beyond just service management and develop a broad understanding of both the customer environment and the service delivery behind it.

What characterizes our team is entrepreneurship. Do you see opportunities to improve service delivery, organize processes more smartly, or create new customer value? Then you will be given the space to work out those ideas. At the same time, you can always rely on the knowledge and impact of the rest of Axians and VINCI Energies.

Many colleagues grow in breadth by moving to larger and more complex customer environments. Others develop towards leadership roles, such as Segment Manager. Whichever direction you choose, we are happy to help you make that ambition a reality.

At Axians Utilities & Transportation, we work on service delivery that truly matters. Our customers manage and support parts of the Dutch critical infrastructure. Think of organizations within energy, utilities, and transportation, where continuity, safety, and reliability are central every day.

As a Service Manager, you will have a visible role within complex customer environments. You are the connecting link between the customer, vendors, and Axians, and you contribute directly to the quality and development of the service delivery. In doing so, you get a lot of freedom to shape your role and make an impact with customers and within our organization.

• A salary appropriate to your knowledge, experience, and job level. Depending on the final profile, you can think of a salary range between € 4,480 and € 6,721;
• A profit-sharing of approximately 6% on average;
• A contract for 36 to 40 hours per week;
• 25 vacation days, with the possibility to accrue extra days;
• A non-contributory pension scheme and the possibility to buy shares under favorable conditions;
• A lease car or mobility budget, laptop, and phone;
• Hybrid working with a lot of freedom in organizing your work week;
• Training opportunities via the VINCI Energies Academy and space for personal development;
• An engaged working environment in which collaboration, entrepreneurship, and the human touch are central.

We believe that good service management is about trust and responsibility. Therefore, you get a lot of freedom in how you schedule your agenda. In practice, colleagues work an average of two to three days per week in the office, regularly visit customers, and largely determine for themselves how they organize their work week.