Service Coordinator

Purpose of the role

The Service Coordinator is responsible for ensuring the proper execution of service agreements with our key customers. Acting as the link between internal teams and client expectations, you make sure that agreed service levels (SLAs) are met and continuously improved.

While not a customer-facing role, the Service Coordinator serves as the main escalation point for operational or contractual issues. You ensure that internal resources are optimally used to meet contractual and financial objectives.

Key Responsibilities

• Take ownership of the operational delivery of assigned customer contracts (portfolio 150–500K€/year).

• Coordinate the start-up and onboarding of new service contracts: handover from Sales/Project Management, operational kick-off, and system setup in ERP and CSM tools.

• Ensure day-to-day operational follow-up in collaboration with Service Desk, Engineering, and Project teams.

• Manage incident and escalation processes to guarantee SLA compliance.

• Monitor and report on service performance and contribute to continuous improvement initiatives.

• Cooperate closely with internal stakeholders (Service Management Support, Technicians, Finance, SOC, Sales, etc.).

• Support financial follow-up of contract P&L and ensure alignment with budget targets.

Profile

• Education: Master’s degree in a technical field (or equivalent through experience).

• Experience: At least 1 year of experience in Project, Service, Contract, or Account Management.

• Technical knowledge:

  • Security technologies (Access Control, Intrusion, CCTV, ICT) and/or Telecommunications (wired/wireless).

  • IT affinity (integration with IT systems).

  • Knowledge of ITIL principles (certification is a plus).

• Languages: Fluent in Dutch and English or French and English.

• Soft skills: Strong communication and negotiation abilities, stress-resistant, problem-solving mindset, and team player.

• Attitude: Integrity, respect, customer focus, willingness to learn, and helpfulness.