Servicemanager Key Accounts Fire & Security

Servicemanager Key Accounts Fire & Security

The Servicemanager Key Accounts Fire & Security is ultimately responsible for the operational, contractual, and customer-oriented management of a team of approximately 14 employees within Fire & Security Netherlands. The role ensures stable, high-quality, and compliant service delivery to key accounts, with special attention to legal obligations, certifications, and long-term customer relationships.

The Servicemanager acts as the connecting link between customers, service teams, specialists (re-certification), and internal departments, and is responsible for both customer satisfaction and contract performance.

Reports to: Service Operations Manager Fire & Security

Leads: approximately 14 employees, consisting of:

• SPOCs / Contract Managers for specific key accounts
• Re-certification specialists for fire alarm systems
• Re-certification specialists for fire suppression systems

Core tasks and responsibilities:

1. Leadership & team development

• Managing, coaching, and developing the service team (SPOCs, contract managers, and certification specialists).
• Monitoring task distribution, capacity, workload, and continuity.
• Conducting performance and appraisal interviews.
• Encouraging ownership, collaboration, and quality awareness.
• Ensuring knowledge development in the areas of legislation, standards, and customer agreements.

2. Key account & customer management

• Ultimately responsible for service delivery to key accounts within Fire & Security.
• Monitoring customer satisfaction, SLA agreements, and contractual obligations.
• Escalation point for customers regarding performance, incidents, and deviations.
• Conducting periodic operational and tactical customer meetings.
• Translating customer needs into internal actions and improvement initiatives.

3. Contract & performance management

• Responsible for the compliance and performance of service contracts.
• Monitoring and analyzing KPIs (including response times, compliance, planning, costs, and quality).
• Initiating improvement measures in case of deviations.
• Monitoring the financial performance of contracts in collaboration with management and finance.
• Signaling commercial opportunities (additional work, optimization, renewal).

4. Re-certification & compliance

• Ultimately responsible for the correct and timely execution of re-certifications of:
• Fire alarm systems
• Fire suppression systems
• Ensuring compliance with legislation, regulations, and applicable standards (including CCV, NEN, EN).
• Ensuring proper planning, documentation, and follow-up of findings.
• Point of contact for internal and external audits.

5. Process & quality improvement

• Continuously improving service processes and methodologies.
• Standardizing methodologies within the team.
• Collaborating with planning, engineering, sales, and other LOBs.
• Actively contributing to the stability, predictability, and scalability of service delivery.

Authorities:

• Operational decision-making authority within agreed frameworks.
• Prioritizing tasks and allocating team capacity.
• Escalating to management in case of risks at customer, compliance, or contract level.

Knowledge and experience:

• Higher education work and thinking level.
• Proven experience in service and/or contract management within a technical or industrial environment.
• Knowledge of Fire & Security (fire alarm and fire suppression systems) is a strong plus.
• Experience with key account management and tactical level customer meetings.
• Familiarity with legislation, certifications, and quality standards.

Competencies:

• Leadership and coaching skills
• Customer-oriented and strong in communication
• Analytical and results-oriented
• Organized, strong under stress
• Decisive and sense of responsibility
• Connecting between technology, operations, and customer

Success criteria:

• High customer satisfaction with key accounts
• Contractual performance at or above agreed KPIs
• Timely and correct re-certifications
• Stable, motivated, and professional functioning team
• Continuous improvement of processes and collaboration

Interested?

Has this job position piqued your interest? Please submit your application preferably via our website. You can also contact (Talent Acquisition Partner) via Richard Verleg.

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