Service Coordinator (Cloud & Hosting)

Hypersolid; Alkmaar; On-site; EUR 42,000 - 62,000; Full time

Job summary

Hypersolid is seeking a Service Coordinator for Cloud & Hosting to link client needs with engineering delivery. You will ensure visibility of agreements, drive service reviews, and maintain sharp reporting with clear ownership and follow-up.

You will collaborate with a Service Manager and other teams to handle escalations, translate client priorities, and gradually take over more client relationship responsibilities as you grow into a Service Manager role.

Qualifications

• Bachelor's degree (HBO) or equivalent work experience.
• 2–4 years in a service-facing IT role (MSP/managed services).
• Hands-on with SLAs, service reviews, and escalations.
• Working knowledge of ITIL and incident/change processes.
• Fluent English, written and spoken.

Responsibilities

• Prepare and run service reviews, report on SLAs and KPIs, and follow up on every action.
• Monitor SLA performance and flag deviations early, before they become a problem.
• Guide engineers during high-priority escalations and communicate clearly during incidents.
• Spot patterns behind recurring issues and drive structural fixes with the right team.
• Take an active role in client calls and gradually assume more client relationship responsibility.

Skills

Client communication

Stakeholder management

Analytical mindset

English fluency

Education

Bachelor's degree (HBO) or equivalent

Tools

Jira

ServiceNow

Azure

Job description

Joining Hypersolid as Service Coordinator (Cloud & Hosting) means becoming a proactive key part of the service team for one of our managed clients, with the potential to grow your portfolio. You make sure the agreements we made are visible, tracked and kept. You prepare and run service reviews, keep reporting sharp, and make sure every action gets an owner and a follow-up.

What will you do?

You work on the client side of the organization. You're close to what's happening at the client, you keep a clear overview, and you translate it into priorities for the engineers and teams involved. You're not part of day-to-day operations, but you know enough about how they work to ask the right questions and connect with the right people.

You don't do this alone. A Service Manager is your sparring partner and escalation point, and you take on more of the client relationship as you prove you can carry it.

Your tasks

• Prepare and run service reviews, report on SLAs and KPIs, and follow up on every action.
• Monitor SLA performance and flag deviations early, before they become a problem.
• Guide engineers during high-priority escalations and communicate clearly during incidents. You know when to bring in the Service Manager.
• Spot patterns behind recurring issues and bring the structural fix to the right team, not just the one-off patch.
• Take an active role in client calls and gradually take over more of the client relationship.

Who are we looking for?

Someone who is structured and can help bring order in a chaotic situation, who is curious and eager to take proactive ownership. You communicate clearly, stay calm when things get busy, and like turning loose ends into clear next steps. You're comfortable talking to engineers and business stakeholders, even if you don't have technical experience yourself.

As a person, you bring:

• A client-first attitude, with an eye on the agreements in place.
• A proactive, analytical mindset: you notice when the same issue returns and want to know why.
• Clear, professional communication, also when the pressure is on.
• The confidence to ask questions, make yourself heard and keep people aligned without formal authority.
• A wish to eventually grow towards a Service Manager role.

About the team

You're part of Digital Continuity Services, the team that keeps our clients' platforms running when it matters most. You work closely with the engineers who handle daily operations, while operating proactively on the client side of the organization. Your manager is your coach and escalation point, and together you'll build towards a broader client portfolio and more responsibility.

Within one to two years, you can grow into a Service Manager role. That means owning the full client relationship, leading escalations, and governing contractual agreements.

Requirements

• Bachelor's degree (HBO) or equivalent work experience.
• 2 - 4 years of experience in a service-facing IT role within a managed services/MSP environment (e.g. service desk, service coordination, customer support or a comparable function).
• Hands-on experience with SLAs, service reviews and escalations.
• Working knowledge of ITIL and incident/change processes in practice.
• Affinity with cloud, hosting and development topics. You don't need to be technical, but you're curious and can follow the conversation.
• Fluent English, written and spoken.

Nice to have:

• ITIL Foundation certificate.
• Experience with Jira, ServiceNow or a similar (ITSM) tool.
• Exposure to Azure or other cloud platforms.