Customer Service Manager

Responsibilities

• Act as the primary single point of contact for customers in the Benelux region, representing their needs and feedback internally.
• Manage Major Incidents and Problems through to resolution and implement actions to reduce future occurrences.
• Ensure services are delivered in accordance with contractual requirements and agreed performance metrics (SLAs).
• Oversee the handover process between Project Delivery and Operational Maintenance.
• Plan resources to maintain service levels and manage the lifecycle process for each customer.
• Maintain financial responsibility for reporting O&M financial actuals versus targets for the region.
• Manage the supply of services delivered by third parties and oversee stock, spares, and RMA processes.
• Lead and develop the team through regular meetings, communication of plans, and process improvement.

Requirements

• Fluency in both Dutch and English is required.
• Proven experience in team management, including supervising and assigning work to others.
• Strong understanding of ITIL v4 processes and Service Desk activities.
• Experience working in a fast-paced, customer-facing environment.
• Experience with project planning and running projects.
• Ability to work under pressure and meet strict deadlines.
• Proficiency in MS Office (Word, Excel, and Outlook).

Preferred Qualifications

• University degree in a relevant field.
• Experience investigating and advising on employee relations cases.

About the Company

Nomad Digital (part of Alstom) is a leading provider of passenger and fleet connectivity solutions to the railway industry. We design, build, and manage passenger Wi-Fi, infotainment systems, and remote condition-based monitoring solutions to optimize fleet management and operational performance for global customers.