Job Description
At Keylane, we are looking for a Manager Customer Support & Operations who will take ownership of the daily delivery of our SaaS services. Are you a hands-on leader who combines operational excellence with people management? Then we would love to meet you.
Key About Your Role
As Manager Customer Support & Operations, you are responsible for the end-to-end delivery of Keylane’s Software-as-a-Service (SaaS) offerings within the Customer Support & Operations domain.
Your goal is to ensure that our services are stable, predictable, compliant, and high quality, while meeting agreed service levels (SLAs) and staying within budget. You act as the bridge between customers and internal teams, ensuring smooth daily operations and continuous improvement.
SaaS (Software as a Service) means that Keylane delivers its software to customers via the cloud, rather than locally installed systems.
In this role, SaaS services include:
Keeping the software available, stable, and performant
Managing incidents, changes, releases, and support
Ensuring security, compliance, and audit readiness
Meeting service level agreements (SLAs) with customers
Coordinating between operations, engineering, and customers
Controlling costs while maintaining high service quality
In short, you are responsible for making sure that customers can rely on Keylane’s software every day, without surprises.
Key About Your Team
You lead an Operations team of up to 10 to 15 professionals and act as the primary operational and tactical contact for customers and internal stakeholders. You combine people leadership with end-to-end ownership of the SaaS service and day-to-day operational control. You promote a lean, flow-based way of working in line with Agile and Kanban principles.
You work closely with the Director Customer Support & Operations, SLA Manager, Release Manager, and Engineering teams. You report to the Director Customer Support & Operations and work closely with the SLA Manager, the Release Manager, and Engineering teams to ensure stable and predictable service delivery
Check out our blog posts and videos to see what it is like to work at Keylane.
Key About Your Responsibilities
End-to-end responsibility for the delivery of the SaaS service to customers;
Ensure SaaS services are delivered in line with existing SLAs;
Act as the operational point of contact for customers;
Stakeholder management across internal teams and external partners;
First-line responsibility for ISAE controls, audits, and compliance;
Accountable for delivering the SaaS service within the agreed budget.
Experience managing SaaS or IT operations in a customer-facing environment;
Strong people management skills with a clear and pragmatic leadership style;
A solid understanding of service management, SLAs, and operational governance;
Experience with ISAE or comparable control frameworks;
The ability to balance service quality, customer expectations, and cost control.
*A Certificate of Conduct (VOG) and reference check are part of the application process.
*Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply
- A monthly gross salary between € 5300 and € 7100 based on 40 hours per week;
- 8% holiday allowance of your total gross salary;
- A profit share;
- A pension scheme, with the option to save extra;
- Travel reimbursement: Receive a mileage allowance of €0.23 per km or an NS Business Card, which can also be used for personal travel
- 24 holiday days (with the option to buy extra) and 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;
- Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working from home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);
- The possibility of working remotely from abroad for up to 2 months per year;
- The possibility to lease a bike through our bike leasing program;
- A one-year contract that, subject to satisfactory performance, will be converted into a permanent contract;
- The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;
- A comprehensive vitality offer to help you stay healthy. Read more here;
- An active and fun community of ‘Keylaners’. We also have after work drinks at our in-house pub every Thursday.
