Klantteam Manager

• A broad role that combines commercial responsibility with leadership and team development.
• Working in self-organizing teams within a dynamic market that continuously innovates.

As Klantteam Manager, you lead the Retail team within our Managed Services department. You are the connecting link between our customers and HSO Managed Services, with a clear focus on commercial success, service excellence, and team development.

In this role, you are ultimately responsible for revenue growth, margin optimization, and customer satisfaction at your assigned customers. You monitor the results of your team, signal opportunities for upselling and cross-selling, and ensure that we meet our SLAs and KPIs. Additionally, you handle escalations and work with the Account Manager and/or Sales Manager to negotiate contracts.

Aside from customer satisfaction and financial results, you take care of the professional growth of your team members. You participate in performance cycles, set goals, and identify training needs to develop knowledge and skills further.

Operational management is also an important part of your role: you direct the daily activities of the team, align customer expectations with our internal capabilities, and work together with other departments for seamless service delivery.

Your travel companions

At HSO Managed Services, you work in client teams that are end-to-end responsible. Technology, business, and change come together, resulting in short lines, fast decision-making, and close collaboration with the customer. You report directly to the Director of Managed Services and work closely with other Klantteam Managers.

Your contribution to the journey
You are the first point of contact for customers and ensure a strong relationship;

• You monitor the quality of our service delivery and take initiative to implement improvements;
• You signal commercial opportunities and work with Sales and Account Management to capitalize on them;
• You coordinate operational processes such as incident-, change- and release management;
• You ensure clear reporting and advise customers based on data and trends;
• You guide your team in their development and performance.

Requirements

• Minimum HBO/WO work and thinking level;
• Experience in a leadership or coordinating role within IT-related environments;
• Strong communicative and commercial skills;
• Knowledge of SLAs, KPIs, and contract management;
• A proactive, result-oriented attitude and an eye for quality;

• Affinity with IT and ERP, CRM systems, preferably within the Microsoft ecosystem;
• Affinity with service delivery and customer development.

Benefits

• Beyond a job, you'll embark on a career full of discoveries. In addition to a market-conform salary and a performance-based bonus, you'll receive practical necessities and experiences;

• Flexible work location: choose your base in Rotterdam, Veenendaal, or work from home, you decide the route;

• Mobility allowance where you can lease an auto or add the amount to your salary. On top of that, 100% of public transportation costs will be reimbursed;

• You can participate in the bike leasing plan;

• EUR 65,- net vitaliteitsbudget, we find it important that we stay healthy and have a safe work environment, both on-site and remote;
• You'll start your onboarding program on day one, and you'll also receive a personal study budget to invest in your professional development and a GoodHabitz account, an online training tool for your personal development;
• 25 vacation days + option to buy 10 extra; workations possible for those who really need new momentum;
• Daily catered lunch, company parties, sports activities, and weekly drinks to strengthen our shared journey.

Our global route

As a Microsoft Inner Circle partner and internationally operating company, HSO offers you access to best practices, certifications, and a worldwide network of experts. Together with over 2,200 talented colleagues in Europe, Asia, and North America, we provide support on a local and international level to industrial companies, retailers, financial institutions, and government agencies.

You work in a dynamic environment where knowledge sharing is central, and you can directly apply your expertise to help customers transform.

Ready to join the journey?
Ready to embark on this journey with us or have questions about it?

Get in touch with Sheling via [email protected].

If you don't meet all the points, no problem, we're happy to go on a discovery journey together.

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