Manager Customer Support and Operations

At Keylane we are looking for aManagerCustomer Support & Operationswho will take ownership of the daily delivery of our SaaS services. Are you a hands-on leader who combines operational excellence with people management Then we would love tomeetyou.

Key About Your Role

AsManagerCustomer Support & Operations youare responsible fortheend-to-end delivery ofKeylanesSoftware-as-a-Service (SaaS) offeringswithin the Customer Support & Operations domain.

Your goal is to ensure that our services are stable predictable compliant and high quality while meeting agreed service levels (SLAs) and staying within budget. You act as the bridge between customersandinternal teams ensuring smooth daily operations and continuous improvement.

SaaS (Software as a Service)means that Keylane delivers its software to customers via the cloud ratherthanlocally installed systems.

In this roleSaaS servicesinclude:

• Keeping the softwareavailable stable and performant

• Managingincidents changes releases and support

• Ensuringsecurity compliance and audit readiness

• Meetingservice level agreements (SLAs)with customers

• Coordinating betweenoperations engineering and customers

• Controllingcosts whilemaintaininghigh service quality

In short youare responsible formaking sure thatcustomers can rely onKeylanessoftware every day without surprises.

Key About Your Team

You lead an Operations team of up to 10 to 15 professionals and act as the primary operational and tactical contact for customers and internal stakeholders. You combine people leadership with end-to-end ownership of the SaaS service and day-to-day operational control. You promote a lean flow-based way of working in line with Agile and Kanban principles.

You work closely with the Director Customer Support & Operations SLA Manager Release Manager and Engineering teams. You report to the Director Customer Support & Operations and work closely with the SLA Manager the Release Manager and Engineering teams to ensure stable and predictable service delivery

Check outourblog posts and videosto see what it is like to work at Keylane.

Key About Your Responsibilities

• 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.

• 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

• 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 theoptionto 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 theoptionto 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 workingenvironment. 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 vitalityofferto help you stay healthy. Read morehere;
• An active and fun community of also haveafter work drinksat our in-house pub every Thursday.

Required Experience:

Manager