Service Manager at Securitas USA Corporate Services

Machelen, Flanders, Belgium -

Full Time

Start Date

Immediate

Expiry Date

01 Oct, 26

Salary

0.0

Posted On

03 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Contract Management, Customer Relationship Management, SLA Compliance, Stakeholder Management, IT Service Delivery, ITIL Principles, Project Management, Account Management, Operational Coordination, Reporting & Governance, Trilingual Communication, Dutch Language, French Language, English Language, Commercial Awareness

Industry

Security and Investigations

Description

Company Description We help make your world a safer place. We value integrity, vigilance and helpfulness. At Securitas, we put diversity first. We encourage everyone to apply regardless of your origin, age, gender or cultural and religious background. Our industry is in constant evolution. Together with colleagues around the world, we stay ahead of changes in technology. Tomorrow's solutions are today's challenges. People and technology are building the next generation of security with us! Job Description Your Mission As a Service Manager, you are the primary point of contact for a portfolio of strategic customers and are responsible for ensuring the successful delivery of contracted services. You act as the bridge between customers, operations, technical teams, and sales, ensuring that service commitments are met, customer expectations are exceeded, and continuous improvements are identified and implemented. You translate customer needs into operational priorities while maintaining a strong focus on service quality, SLA compliance, customer satisfaction, and long-term relationship management. Key Responsibilities Service Delivery Management Own and manage a portfolio of strategic customer contracts Ensure contractual commitments and Service Level Agreements (SLAs) are consistently achieved Monitor service performance and proactively address risks, delays, or recurring issues Coordinate internal stakeholders to ensure efficient service delivery Act as the escalation point for critical incidents and service-related issues Ensure structured communication with customers throughout the service lifecycle Customer Relationship Management Build and maintain strong relationships with customer stakeholders Understand customer expectations, priorities, and business challenges Lead regular service review meetings Provide clear and professional reporting on service performance Ensure customer satisfaction through proactive communication and follow-up Operational Coordination Work closely with Client Care, Service Coordinators, Technical Support, Engineering, and Operations teams Ensure incidents, requests, and escalations are managed effectively Maintain visibility on open issues until full resolution Ensure all stakeholders remain aligned throughout the resolution process Continuous Service Improvement Identify opportunities to improve customer experience and service efficiency Analyze recurring incidents and service trends Lead service improvement initiatives with internal teams Detect future customer needs and support value-added service opportunities Collaborate with Sales and Pre-Sales teams to develop customer-focused improvement plans Reporting & Governance Prepare and present service performance reports Monitor SLA achievement and service KPIs Provide recommendations and action plans to customers and internal stakeholders Support contract governance and operational reviews Qualifications Experience: 3 to 5 years of experience: Service Management, Contract Management, Customer Success, Project Management, IT Service Delivery, Account Management Technical Knowledge Strong understanding of IT services and technology environments Experience working with SLA-driven service organizations Familiarity with ITIL principles is considered an asset Experience in security technology is a plus but not required Financial awareness Soft Skills Excellent stakeholder management skills Strong customer relationship management capabilities Outstanding communication skills Proactive and solution-oriented mindset Strong organizational and coordination abilities Ability to manage multiple stakeholders simultaneously Commercial awareness and customer-centric thinking Languages Trilingual: Dutch, French and English Ability to manage customer relationships across Belgium Additional Information Why Join Us? Strategic customer-facing position High level of autonomy and ownership Opportunity to influence customer satisfaction and service excellence Dynamic environment combining technology, operations, and customer engagement Strong collaboration with Sales, Operations, Engineering, and Leadership teams We help make your world a safer place. We attach great importance to our values: integrity, helpfulness and vigilance. At Securitas we put diversity first. We encourage everyone to apply regardless of your origin, age, gender or cultural and religious background. Our goal is to make the world a safer place by offering our clients various services such as permanent surveillance, technological solutions, or training.

Responsibilities

The Service Manager acts as the primary contact for strategic customers, ensuring the successful delivery of contracted services and SLA compliance. They bridge the gap between customers and internal technical and operational teams to drive continuous service improvement.