TL;DR

Service Manager (Fintech): Overseeing service governance and client relationships for Corporate and VIP segments with an accent on SLA performance and high-stakes escalation management. Focus on driving structural product improvements through data analysis and ensuring long-term service excellence across the platform.

Company

Banqup Group is a leading financial technology company that simplifies and automates business processes through cloud-based digital solutions for document processing, invoicing, and payments.

What you will do

  • Lead service management meetings to review SLA performance and service quality with corporate clients.
  • Act as the primary escalation owner for live accounts, coordinating resolution paths for complex issues.
  • Manage critical incidents, including P1, security, and privacy breaches, with immediate attention.
  • Build and maintain strong relationships with clients, identifying opportunities for service value add.
  • Analyze ticket trends to identify recurring issues and drive structural product improvements.
  • Collaborate with internal stakeholders and account managers to ensure seamless service delivery.

Requirements

  • 5+ years of experience in service management or IT support roles.
  • Strong understanding of ITIL frameworks.
  • Proficiency with ticketing systems such as Intercom or Jira and reporting tools for KPIs and SLAs.
  • Excellent verbal and written communication skills in English.
  • Analytical mindset capable of identifying trends and proposing structural solutions.
  • Ability to undergo background checks, including identity, degree, and employment verification.

Nice to have

  • Proficiency in Dutch or French for managing a diverse client base.

Culture & Benefits

  • Market-conformed gross salary and insurance package including hospitalization, pension, and guaranteed income.
  • Company car provided with a fuel or charging pass.
  • Net expense allowance and additional vacation days.
  • Flexible working hours with remote work possibilities.
  • Commitment to a diverse, inclusive workplace and ethical business conduct.