Service Manager

iBASIS

Rotterdam

On-site

EUR 65,000 - 85,000

Full time

14 days+

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Benefits offered by this job

International work environment

Opportunities for career growth

Innovative products

Job summary

A leading communication solutions provider is seeking a Service Manager in Rotterdam to deliver first-class support for international customers. The role requires a minimum of 5 years of experience, including 2 years in Service Management, and a strong proficiency in telecom operations, KPI management, and incident management. You will coordinate cross-functional teams and manage escalations while driving continuous service improvements. Fluency in Dutch and English is essential. This position offers a dynamic work environment with opportunities for growth.

Qualifications

Minimum 5 years of professional experience with 2 years in Service Management.
Proven experience in the telecom industry preferred.
Native-level Dutch and fluent English required.

Responsibilities

Serve as the primary operational representative for iBASIS.
Develop a deep understanding of customer needs and expectations.
Act as the main point of contact for customer escalations.
Coordinate during critical events and manage major incidents.

Skills

Service Management

Escalation management

KPI management

Analytical skills

Customer-facing support

Communication skills

Problem-solving

Collaboration

Flexibility

Education

Bachelor's degree or equivalent

Tools

Excel

MS Office

PowerPoint

Job description

iBASIS Rotterdam, South Holland, Netherlands

Service Manager

iBASIS Rotterdam, South Holland, Netherlands

We are the leading communication solutions provider enabling operators and digital players worldwide to perform and transform. We have become the first independent international communications specialist, ranking as the third largest global wholesale voice operator and a Top 3 Mobile Signaling & Data solutions vendor. iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions in the fastest-growing segments of global telecommunications - IP and mobile, with 700+ connected destinations. Goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming. We provide end-to-end Global Access for Things™ connectivity solution; simplifying IoT device connection through one unified platform for seamless, remote, programmable, and secure communication.

WHY US:

Since the integration of the Altice Europe N.V. international voice carrier business in France, Portugal, and the Dominican Republic, iBASIS serves 1,000+ customers, across 18 offices worldwide. This gives an inspiring international working environment with interesting colleagues from different cultural backgrounds who live and work around the globe. In our company you will have the opportunity to work in a start-up environment with unique, easy to sell, innovative products, within a performance driven, respectful and a can-do atmosphere. Earning well in a responsible job, with room to grow and to develop within our organization.

ABOUT THE ROLE:

iBasis is seeking a customer-focused, flexible team-player committed to deliver first-class support for our international customer base, which includes services such as international voice, mobile signaling, data, IoT, SMS and mobile value added services. This role serves as the technical interface between assigned accounts and the various teams within iBasis Operations.

RESPONSIBILITIES:

Serve as the primary operational representative for iBASIS, complementing and supporting the Account Manager while acting as a trusted customer partner.
Develop a deep understanding of customer needs and expectations, ensuring their voice is represented within iBASIS.
Act as the main point of contact for customer escalations, following the defined escalation matrix for emergency situations.
Coordinate during critical events, ensuring timely and accurate communication between internal teams and the customer.
Manage and support all activities related to major incidents, escalations, and service-impacting events, ensuring prompt resolution.
Collaborate in the preparation of RCA and RFO reports, ensuring lessons learned are captured and shared.
Deliver customer-focused performance and quality reports, including regular and customized reports.
Provide detailed Incident Management reports covering MTTR, handling time, SLA performance, and trend analysis.
Conduct regular review meetings with customers to discuss service performance, critical events, and ongoing support topics.
Ensure alignment of customer expectations and iBASIS service offerings, SLAs, and operational processes.
Maintain updated customer contact information and internal communication matrices for seamless coordination.
Coordinate cross-functional teams (Routing, Sales, NOC, and quality) to expedite issue resolution and minimize customer impact.
Partner with Account Managers to identify and execute operational synergies that support business growth.
Act as a bridge between Business and Operations, ensuring cohesive communication and aligned priorities.
Educate customers on iBASIS procedures, escalation paths, and incident management frameworks.
Collaborate with customers and internal teams to plan operational changes, maintenance windows, and service events.
Play an active role during major incidents to ensure reliable communication flow and customer confidence.
Drive continuous service improvement initiatives focused on strengthening service quality, operational efficiency, and customer experience.

YOU’LL BRING:

Bachelor’s degree or equivalent.
Minimum 5 years of overall professional experience, including at least 2 years of relevant experience in Service Management / Service Delivery.
Experience in the telecom industry preferred, with a solid understanding of Telecom Network KPIs and SLAs.
ITIL Certification is a plus.
Proven experience driving Continual Service Improvement (CSI) initiatives.
Demonstrated proficiency in escalation management, KPI management, incident management, and customer-facing support activities.
Excellent process management, problem-solving, and analytical skills.
Strong commercial orientation, with the ability to link operational excellence to business success.
Ability to thrive in a fast-paced environment and manage complex issues.
Strong communication and presentation skills, with the ability to engage effectively across all teams and organizational levels.
Ability to work collaboratively with cross-functional teams across multiple time zones.
Flexible and available to handle customer escalations during off-business hours.
Proficiency in Excel, MS Office and PowerPoint; experience with analytics tools preferred (e.g., Business Objects).
Native-level Dutch and fluent English required.