Cloud & Hosting Service Manager | Client Success Lead

Hypersolid

Alkmaar

On-site

EUR 70,000 - 100,000

Full time

26 hours ago

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Job summary

Hypersolid is seeking a Service Manager (Cloud & Hosting) to act as the primary client contact, maintaining strong relationships and ensuring our managed services meet agreed SLAs and KPIs. You will drive service reviews, track performance, and translate insights into concrete improvements.

You will coordinate with engineers and internal stakeholders while leading communications during incidents or escalations.

Qualifications

Completed HBO (Bachelor) education or equivalent relevant work experience.
5+ years of experience in a digital/IT managed services/MSP environment.
2+ years of experience in customer success, service management, service delivery, or a comparable role.
Experience with SLAs, KPIs, service reviews, and escalation management.
Working knowledge of ITIL and incident/change processes (pre: ITIL Foundation).
Technical background in both development and hosting.
Experience working in a corporate environment and politically sensitive stakeholder landscapes.
You speak and write English fluently.

Responsibilities

Be the primary point of contact for the client and build strong, long-term relationships.
Monitor SLAs and KPIs, run service reviews, and translate insights into improvements.
Lead communication during incidents or escalations, ensuring clarity and ownership.
Translate client happenings into clear priorities for engineers and internal stakeholders.
Collaborate with Account and Service Delivery to align on risks, opportunities, and improvements.