Support Delivery Manager NetSuite

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

You will also be responsible for safeguarding our internal NetSuite product portfolio. Together with your colleagues, you will ensure a structured process for product development, knowledge retention, documentation, and implementation at our clients.

• Managing and coaching support, application, and integration staff.
• Developing and implementing strategies to improve operational efficiency and customer satisfaction.
• Reporting and analyzing the performance of the support team.
• Monitoring and ensuring compliance with SLAs and customer satisfaction goals.
• Acting as an escalation point for customer inquiries and complaints.
• Identifying process and tool improvement opportunities and contributing to innovation within the (support) organization.
• Managing and further developing our internal NetSuite products.
• Collaborating with other departments and colleagues to ensure smooth service delivery.

Who are you?

• You have experience in a leadership role within a support or service organization.
• You have strong communication skills, both verbal and written, in Dutch and English.
• With a customer-focused mindset, you always put the client’s needs first.Experience with Oracle NetSuite and/or Atlassian (Confluence/Jira) is a plus.
• You are eager to learn and have a “can-do” attitude.You have a completed bachelor’s degree (HBO level), preferably in Business Administration, Project Management, IT, or a related field.

Our management places a strong focus on employee happiness. Our people make Cadran, and therefore we see the job satisfaction of our employees as a top priority. There are four pillars through which the management team aims to achieve this. First, we develop your competence through training, knowledge sharing, and enabling innovation. The balance between billable work and the opportunity for competence development is actively monitored each month. Additionally, we offer autonomy, as we believe that highly educated professionals, within a clearly defined assignment, know how to achieve the goal themselves. We focus on connection, which means that we only hire people who fit our culture and core values: teamwork, results-oriented approach, respect, honesty, and progress. Thanks to a thorough application process, you can count on working with colleagues who suit you. Finally, we invest in vitality to create a sustainable and future-proof organization in which Cadran employees are balanced, perform with pleasure, and feel good.

To understand and actively promote your job satisfaction, we offer a quarterly ‘Growth Talk,’ where you evaluate with a team member how things are going and how you can continue to grow at Cadran.

With us, you not only get the chance to further develop your professional skills, but also the reward you deserve. We offer you a market-based salary and excellent secondary benefits. Additionally, we provide the flexibility to work in a hybrid model, allowing you to balance work and personal life effectively.

Are you a natural leader with a passion for customer focus and delivering high-quality support services? Don’t wait any longer—apply today! We look forward to meeting you and achieving great results together.

For questions, contact Sjors Matthijssen at +31 (0)33 247 1599. Applications (including a short motivation letter and CV) can be sent via email to vacature@cadran.nl.