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Delivery Manager

netherlands / Posted
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Delivery Manager - Remote First - Salary: €6,000 - €7,000


Are you the connecting leader who will take our support organisation to the next level?


As a (Support) Delivery Manager, you'll ensure our customers can count on top-quality support every day. You’ll lead the team, improve processes, and ensure everything runs smoothly from customer satisfaction to SLAs. You'll be the link between operations, strategy, and innovation. Ready to make an impact and make a difference for our customers and your colleagues?


What is your role?

As a (Support) Delivery Manager, your primary responsibility is the operational management and continuous improvement of support services. You’ll ensure the support team operates efficiently and that customers experience excellent service. You’ll work closely with internal stakeholders and monitor performance, customer satisfaction, and SLAs (Service Level Agreements). You’ll also take a leading role in process improvements to further professionalize the support organization.

Your responsibilities also include safeguarding the internal NetSuite product portfolio. You’ll work with colleagues to ensure a structured process for product development, knowledge management, documentation, and implementation for customers.


Your responsibilities:

Managing and coaching support, application, and integration employees, developing and implementing strategies to improve operational efficiency and customer satisfaction, reporting on and analyzing the performance of the support team, monitoring SLAs and ensuring customer satisfaction targets are met, acting as an escalation point for customer questions and complaints, identifying areas for improvement in processes and tools and contributing to innovation within the support organization, managing and further developing internal NetSuite products, collaborating with other departments to ensure seamless service delivery


Who are you?

You have experience in a managerial role within a support or service organization, you have strong communication skills both verbally and in writing in Dutch and English, you have a customer-oriented mindset and know how to put the customer’s needs first, experience with Oracle NetSuite and or Atlassian (Confluence or Jira) is a plus, you are eager to learn and have a “can do” mentality, you hold a completed higher professional education (HBO) degree preferably in Business Administration, Project Management, IT or a related field