Cloud & Hosting Service Manager | Client Success Lead

Hypersolid; Alkmaar; On-site; EUR 80,000 - 110,000; Full time

Job summary

Hypersolid invites you to join as Service Manager (Cloud & Hosting), the primary contact for a key client. You’ll nurture long-term relationships and ensure managed services meet agreed SLAs and KPIs, driving improvements.

You’ll translate client needs into actions for engineers and internal teams, lead incident communications, and run service reviews to deliver measurable outcomes. This role suits a client-focused, structured leader with ITIL knowledge and a technical background.

Qualifications

• Completed HBO (Bachelor) education or equivalent relevant work experience.
• 5+ years of experience in digital/IT environments, preferably managed services or DevOps.
• 2+ years in customer success, service management, or similar roles.
• Experience with SLAs, KPIs, service reviews, and escalation management.
• ITIL knowledge and incident/change process familiarity; DevOps mindset.
• Technical background in development and hosting; Microsoft Azure experience.

Responsibilities

• Own and manage the client service rhythm (service reviews, reporting, actions, follow-up).
• Track SLA performance and contractual scope; keep agreements clear and realistic.
• Lead escalations when needed and ensure transparent communication with all stakeholders.
• Identify recurring issues and drive structural improvements with relevant teams.

Skills

Client management

Stakeholder management

Service delivery

Communication

ITIL knowledge

DevOps familiarity

Analytical thinking

Leadership without authority

Education

Bachelor's degree

Tools

Jira

ServiceNow

Azure

AWS

Job description

Hypersolid invites you to join as Service Manager (Cloud & Hosting), the primary contact for a key client. You’ll nurture long-term relationships and ensure managed services meet agreed SLAs and KPIs, driving improvements.

You’ll translate client needs into actions for engineers and internal teams, lead incident communications, and run service reviews to deliver measurable outcomes. This role suits a client-focused, structured leader with ITIL knowledge and a technical background.