Service & Support Officer - Operations - Customer Support - Diegem, Belgium

About the role

The Service & Support Officer (SSO) is part of the Customer Support Team (CST) and contributes to establishing and maintaining a common operational picture across invoicing, SLA performance, project milestones, and key performance indicators driving the ILIAS business plan. The CST consists of a Customer Support Manager (CSM), a Service Desk, a Project Management team and a Support component, jointly responsible for the interface between the Company and its Customers. The SSO supports the Customer Support Manager and frontline teams in managing customer interactions, ensuring service delivery follow-up, and enabling structured reporting, financial tracking, and operational coordination. Key Responsibilities 1. Service Management Support Support Customer Support Managers (CSMs) in daily operations and customer follow-up Act as a facilitator between internal stakeholders (Product, Finance, Delivery, Support) Prepare and maintain: Progress meetings (operational / tactical reviews) SLA performance tracking Customer reporting and dashboards Support customer communication preparation and structured follow-up 2. Service Desk Support Act as front office support for customer requests via the service management platform Process, monitor, and follow up on customer software requirements and service requests Support the end-to-end process flow from purchase order registration to invoice preparation Provide administrative support to production and delivery teams Ensure publication and communication of design deliverables to the user community 3 . Financial & Project Support Maintain budget tracking for customer-specific developments and change requests Support order-to-cash follow-up, including validation of inputs for invoicing Assist in financial reporting and status tracking for: Customer-specific projects Change requests (CRs) Ensure alignment between operational delivery and financial data 4 . Operational Coordination Contribute to maintaining a consistent operational picture across CST activities Support tracking of: KPIs and SLAs Milestones and delivery status Ensure data quality and consistency across tools (e.g. service management platform, reporting tools) What You Bring - Experience with financial processes and budget tracking (project-based environments) - Understanding of customer satisfaction and service performance metrics such as NPS - Structured and organized way of working - Strong communication skills - Affinity with logistics, aviation or operational environments - Ability to work with multiple stakeholders and maintain overview Contact Ready to support service delivery and bring structure to customer and project operations Apply directly or contact youness.kaissi@ilias-solutions.com

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