As a Service Coordinator, you facilitate and coordinate a team of engineers in carrying out maintenance and service-related tasks for clients. Together with the team lead, you ensure smooth operations, team well-being, and customer satisfaction.
By working closely with stakeholders, including Triple employees, clients, sales, and management, you effectively manage service requests, prioritize tasks, and ensure swift resolutions. As the primary contact for service-related inquiries, you monitor progress and streamline communication between the technical team and clients.

THE TEAM

In this role, you work closely with one of the three teams in Technology Operations. Each team includes 8-10 engineers, a Team/Tech Lead, and a Service Coordinator. The team handles 24/7 support services, while your role mainly covers office hours. You actively share ideas, and your team members look to you for guidance. When a client request comes in, you ensure it reaches the right person and that feedback is provided quickly. You also work closely with Service Coordinators from the other two teams within Technology Operations to coordinate on processes. In the team, we communicate directly and share a lot of laughs. We’re looking for someone who can handle that environment, isn’t afraid to share their opinion, and stays grounded.

REQUIREMENTS

• Higher professional education (Bachelor) level of thinking and working
• Familiarity with ITIL & Agile methodologies
• Experience in an IT / (cloud) hosting environment is a plus
• Strong organizational and planning skills
• Experience with contract management
• Constructive and strong in communication
• A proactive and positive mindset
• Proficiency in both Dutch and English

• Facilitate the team in daily operations and other service-related activities.
• Lead agile ceremonies such as stand-ups, refinements, and retrospectives.
• Manage financial reporting for invoicing, contract overviews, and timely detection of expiring contracts.
• Handle team administration, including vacation planning, on-call schedules, approval of work hours, and ticket follow-ups.
• Maintain client relationships by organizing and leading recurring meetings and providing updates on patch cycles and reports.
• Coordinate change requests, oversee processes and tickets, allocate resources, and manage incident handling.
• Project coordination for smaller projects
• Provide weekly status updates to the Product Owner and Operations Manager, identifying potential obstacles and opportunities for improvement.
• Represent customer interests while managing internal team expectations.