Service & Contract Manager

Short Description

Function: Chief Operations Office - Operations

Reports to: Manager, Customer Management 

Set up: Hybrid

Contract: Permanent

Why we need this role

Colt’s Service Management team is here to make sure that our customers have a consistently great experience when working with Colt. Acting as the link between the Customer’s business and Colt’s, we will agree how we work together; we will ensure that the customer understands how our business works and how (and when) we will deliver for the customer. We will always keep the customer up to date on how we are performing; we will drive Colt to ensure that the customer never gets less than they expect and we will work with the customer to improve our service and find ways to use our services to improve their business. 

What you will do

As a service & contract manager you will:

• Own the service relationship for key accounts, supporting them from onboarding through to ongoing operations.
• Manage performance, address issues proactively, and be the customer’s go-to expert on everything service and contract related.
• Lead onboarding and service reviews for gold & platinum customers.
• Build strong relationships across customer teams Monitor performance and produce regular service reports.
• Create and maintain relationship agreements.
• Drive service improvements and resolve escalations.
• Ensure contract compliance—SLA, pricing, renewals, and changes.
• Collaborate with internal teams to deliver results and support account growth

What we're looking for

• 5 to 7 years in service delivery, customer success, or contract management in tech environments
• Strong communicator with a calm, confident presence under pressure
• Knowledge of ITIL, contract governance, and financial acumen
• Experience contributing to RFPs and service-related pitches
• Comfortable in dynamic, international, cross-functional teams
• Fluent in English; French and Dutch excellent presentation and reporting skills
• Flexible for occasional travel