websights Head of Service Management - TrustBuilder

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Head of Service Management


TrustBuilder is a European-based cybersecurity software vendor with a global reach. We are in the business of fortifying digital landscapes with our identity-centric solutions, enabling businesses worldwide to operate securely and efficiently.

Our SaaS platform stands out in the industry, powered by a passwordless and deviceless Multifactor Authentication solution that is seamlessly integrated into a comprehensive Customer Identity and Access Management platform. This sophisticated blend of technology ensures airtight security while facilitating a frictionless user experience for consumers and employees alike.

At TrustBuilder, we are deeply focused on empowering businesses. Our primary goal is to enable our customers to operate securely and efficiently. To achieve this, we offer tailor-made “haute couture” solutions, allowing our clients to customize their cybersecurity defenses according to their specific requirements and bring a unique proposition to the market.

Moreover, we acknowledge the crucial role third-party collaborations play in modern business operations. Our solutions are crafted to simplify such collaborations, ensuring easy and secure interactions between various parties.

With TrustBuilder, you can trust in a secure digital future.

TrustBuilder values its people and culture. Employees live by their core values : Care, Team Up and Innovate. Employees are customer oriented, they respect each other, work as a team, and deliver excellence by being creative and innovative day-to-day. TrustBuilder offers a competitive salary and a stimulating work environment. TrustBuilder also provides opportunities for learning, development, and career growth.

As we continue to expand our offerings and client base, we are seeking a dynamic and experienced Head of Service Management to lead our team of project & service delivery managers.

Role description

The Head of Service Management is a pivotal position entails overseeing customer experience, project management, and service delivery managers within our organization. Reporting to the Senior Vice President Operations & Services, you will play a critical role in ensuring the seamless delivery of services, maintaining excellent customer satisfaction, and driving operational excellence across our service portfolio.

Location: Belgium

Key Responsibilities

  1. Customer Relations:
    • Foster strong and positive relationships with our clients, understanding their needs, challenges, and objectives.
    • Act as a primary point of contact for escalated customer issues, ensuring prompt resolution and client satisfaction.
    • Implement strategies to enhance customer experience and loyalty, driving repeat business and long-term partnerships.
  2. Project Management:
    • Lead and coordinate project managers to ensure successful delivery of projects within scope, budget, and timelines.
    • Develop and implement project management best practices, methodologies, and tools to optimize efficiency and effectiveness.
    • Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes.
  3. Service Delivery Management:
    • Oversee the service delivery process, ensuring adherence to service level agreements (SLAs) and quality standards.
    • Collaborate with service delivery managers to optimize service delivery processes, workflows, and resource allocation.
    • Continuously assess and improve service delivery performance through data analysis, feedback mechanisms, and performance metrics.
  4. Leadership and Team Management:
    • Provide strong leadership and direction to the service management team, fostering a culture of collaboration, accountability, and continuous improvement.
    • Coach, mentor, and develop team members, empowering them to achieve their full potential and contribute to organizational success.
    • Promote a positive and inclusive work environment that values diversity, creativity, and innovation.
  5. Strategic Planning and Alignment:
    • Collaborate with senior management to develop and execute strategic initiatives aligned with organizational goals and objectives.
    • Contribute to the development of service management policies, procedures, and standards to support business growth and scalability.
    • Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating insights into organizational strategies.

Do we have a match?

This is what we expect from you:

  • Bachelor’s degree in Business Administration, Information Technology, or related field; Master’s degree preferred.

  • Proven experience of minimum 10 years in service management, project management, and customer relations, customer experience management, preferably in the technology sector.

  • Strong leadership and management skills, with the ability to inspire, motivate, and develop high-performing teams.

  • Excellent communication, negotiation, and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members at all levels.

  • Solid understanding of service management frameworks, such as ITIL, and project management methodologies, such as Agile or Waterfall.

  • Demonstrated ability to drive operational excellence, improve service delivery processes, and achieve measurable results.

  • Strategic thinker with the ability to translate organizational goals into actionable plans and initiatives.

  • PMP, ITIL, or other relevant certifications are a plus.

  • Languages skills: English, Dutch and French.

What you can expect from us:

  • We pay you a competitive salary.
  • We offer benefits such as meal vouchers, group insurance and hospital insurance.
  • You will work in a flexible culture where quality of work outweighs quantity.
  • TrustBuilder cultivates a culture of collaboration and shared success.
  • We encourage you to develop your career and personal growth. You will benefit from learning and development programs that help you grow.
  • We value open communication and regularly provide recognition and feedback.
  • We have offices in Belgium and France, where you can work in cool offices in Ghent or Paris. Because we believe in the importance of a good work-life balance we offer the flexibility for remote work. To improve in-person collaboration we do expect our employees to come to the office from time to time.
  • Your work environment comes with delicious coffee, fresh fruit, team lunches and frequent celebrations of our successes. What’s more, a bunch of amazing colleagues will make you feel at home immediately.

Joining TrustBuilder as the Head of Service Management offers a unique opportunity to lead and shape the delivery of innovative solutions while driving exceptional customer experiences. If you are passionate about service excellence, possess strong leadership capabilities, and thrive in a dynamic and collaborative environment, we invite you to apply and become part of our dedicated team.

Send your motivation letter and CV to [email protected]. You can also use this address to ask any question about your future with us.