Service Manager

Your tasks

At i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions, and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, Discord, and Ubisoft, we are shaping the future of gaming and network technology. 

Why your role matters 

As a Service Manager, you’ll play a vital role in delivering exceptional service to our customers around the world. Your mission is to improve the quality of our services across the board while helping customers grow and succeed. You’ll work closely with our Customer Success team to develop and implement service strategies that meet customer needs and drive quality improvements. 

This role is about more than just operational excellence—it’s about engaging with customers on a tactical and strategic level, building trust, and identifying opportunities for growth. You’ll analyze service metrics, address gaps, and represent i3D.net in customer meetings, making sure their needs are heard and met. With plenty of room to shape this position, you’ll have the freedom to set personal and professional goals for yourself and the team while making a real impact on our services and relationships. 

What you’ll be doing

• Service Quality: Monitor and analyze service metrics, including response times, resolution rates, and customer satisfaction, to identify areas for improvement.
• Problem Solving: Manage escalations, tackle complex customer issues, and lead problem management efforts to ensure long-term solutions.
• Customer Engagement: Work directly with European customers on both tactical and strategic levels, understanding their needs, addressing concerns, and fostering trust.
• Collaboration: Team up with other departments to develop strategies that enhance customer satisfaction and improve service efficiency.
• Continuous Improvement: Proactively identify and implement process enhancements, recommending technologies to streamline operations.
• Reporting: Prepare and present regular updates to customers and senior management, covering service performance, key metrics, and progress on improvements.
• Customer Relationships: Build strong, lasting relationships with customers, emphasizing personalized solutions and a customer-first mindset.
• Industry Expertise: Stay up-to-date on trends and best practices in service management to ensure i3D.net remains ahead of the curve.

 

What success looks like in the first year

• Customers are delighted with our services, and satisfaction metrics are on the rise.
• Escalations are resolved efficiently, with lasting solutions and minimal repeats.
• Trusting relationships with customers are built, creating new growth opportunities.
• Service processes are more efficient, benefiting both customers and internal teams.
• Your strategies have noticeably improved the customer experience and elevated service quality.

Your profile

• Education: A bachelor’s degree or equivalent thinking level in administration, management, hospitality, IT, or a related field.
• Experience: At least 3 years in service management or a similar role, ideally in infrastructure, networking, cloud, SaaS, or hardware.
• Customer Experience: Proven experience working with large, high-value customers, solving complex issues, and maintaining trust through excellent troubleshooting.
• ITIL Knowledge: Solid experience with ITIL principles like incident and problem management is a plus; ITIL Foundation v4 certification is nice to have but not essential.
• Technical Affinity: You have a basic understanding of cloud services, networking, APIs, and datacenters, and you’re interested in the inner workings of software tools, like DDoS protection or AntiCheat—how they’re set up, configured, and how they impact overall performance.
• Problem-Solving: You’re quick on your feet, great at resolving escalations, and have a knack for turning tough situations into positive outcomes.
• Communication: You’re fluent in English (Dutch is helpful, but not required)
• Customer Focus: You know how to keep customers happy, build trust, and grow relationships with big clients.
• Detail-oriented: You like getting into the nitty-gritty to solve issues without needing to be a technical expert.
• Willingness to Travel: You’re comfortable with bi-monthly travel, primarily to European clients.

Why join us?

• Sustainable Growth: Be part of a company with 20+ years of steady growth and a global focus.
• Global Exposure: Work with leading entertainment and gaming companies while helping shape how Service Management is set up in a small, impactful team.
• Competitive Perks: Enjoy great pay, an annual bonus, 25 vacation days (excluding national holidays), a travel allowance, and a premium-free pension.
• Skill Development: Level up with career guidance and education reimbursement.
• Gaming Perks: Get lifetime access to Ubisoft’s game library and two free games every year.
• Stay Active: Use our in-house gym in Rotterdam or unwind in the game and music rooms.