Keylane

Manager, Customer Support and Operations

Keylane

full-time

Posted on:

Location Type: Hybrid

Location: Utrecht • Netherlands

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Salary

💰 €5,300 - €7,100 per month

About the role

  • End-to-end responsibility for the delivery of the SaaS service to customers;
  • Ensure SaaS services are delivered in line with existing SLAs;
  • Act as the operational point of contact for customers;
  • Stakeholder management across internal teams and external partners;
  • First-line responsibility for ISAE controls, audits, and compliance;
  • Accountable for delivering the SaaS service within the agreed budget.

Requirements

  • Experience managing SaaS or IT operations in a customer-facing environment;
  • Strong people management skills with a clear and pragmatic leadership style;
  • A solid understanding of service management, SLAs, and operational governance;
  • Experience with ISAE or comparable control frameworks;
  • The ability to balance service quality, customer expectations, and cost control.
  • A Certificate of Conduct (VOG) and reference check are part of the application process.
  • Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply
Benefits
  • A monthly gross salary between € 5300 and € 7100 based on 40 hours per week;
  • 8% holiday allowance of your total gross salary;
  • A profit share;
  • A pension scheme, with the option to save extra;
  • Travel reimbursement: Receive a mileage allowance of €0.23 per km or an NS Business Card, which can also be used for personal travel
  • 24 holiday days (with the option to buy extra) and 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;
  • Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working from home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);
  • The possibility of working remotely from abroad for up to 2 months per year;
  • The possibility to lease a bike through our bike leasing program;
  • A one-year contract that, subject to satisfactory performance, will be converted into a permanent contract;
  • The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;
  • A comprehensive vitality offer to help you stay healthy. Read more here;
  • An active and fun community of ‘Keylaners’. We also have after work drinks at our in-house pub every Thursday.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS managementIT operationsservice managementSLAsoperational governanceISAE controlscompliance
Soft Skills
people managementleadershipstakeholder managementcustomer servicecost control
Certifications
Certificate of Conduct (VOG)