Store Support Operations Specialist

Jobtailor; Netherlands; On-site; EUR 50,000 - 70,000; Full time

Job summary

Jobtailor is seeking a senior Service Desk Backoffice professional in the Netherlands to manage cases, coordinate escalations, and support project rollouts. The role requires strong analytical skills, English proficiency, and proven experience in SLA management and incident coordination.

The candidate should be structured, decisive, and capable of maintaining overview under pressure while coordinating with front office and internal stakeholders.

Qualifications

• HBO level qualification or equivalent.
• Minimum 5 years of experience in a Service Desk Backoffice role.
• Excellent command of English (written and spoken).
• Structured, decisive, and able to maintain overview under pressure.
• Strong stakeholder management and communication skills.

Responsibilities

• Manage and oversee cases, requests, and incidents within a specific service business domain
• Act as single point of contact for escalations from front office and internal stakeholders
• Coordinate communication during major outages and critical incidents
• Support and coordinate service setup during project rollouts
• Organize and lead performance review meetings with stakeholders
• Follow up on agreed SLA with internal stakeholders
• Extract and analyze data, identify trends and translate them into improvement actions
• Create, maintain and optimize knowledge articles and standard solutions

Skills

Analytical skills

Excel

Reporting

Trend analysis

SLA management

Incident coordination

Communication skills

Stakeholder management

English proficiency

Education

HBO level

Job description

Responsibilities

• Manage and oversee cases, requests, and incidents within a specific service business domain
• Act as single point of contact for escalations from front office and internal stakeholders
• Coordinate communication during major outages and critical incidents
• Support and coordinate service setup during project rollouts
• Organize and lead performance review meetings with stakeholders
• Follow up on agreed SLA with internal stakeholders
• Extract and analyze data, identify trends and translate them into improvement actions
• Create, maintain and optimize knowledge articles and standard solutions

Requirements

• HBO working and thinking level
• Minimum 5 years of experience in a Service Desk Backoffice role
• Strong analytical skills (Excel, reporting, trend analysis)
• Experienced in SLA management and incident coordination
• Excellent command of English (written and spoken)
• Structured, decisive and able to maintain overview under pressure
• Strong stakeholder management and communication skills