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Are you ready to take your Customer Care leadership to the next level and play a key role in shaping service excellence across the Netherlands and Region North (UK, NL, DK, SE, NO, FI)? Join Ascom, a global healthcare solutions provider whose technology positively impacts millions of lives every day.

About Ascom

Ascom is a global solutions provider focused on Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, Ascom operates in 18 countries and has supported the healthcare industry for over 160 years.

Our systems are used in more than 12,000 hospitals worldwide and handle over 800 million alerts annually. Every day, our technology helps healthcare professionals deliver safer, more efficient care to patients and communities.

Together, we make a meaningful difference.

What We Offer

• A purpose-driven company with a strong global reputation in healthcare
• Inspiring, highly skilled, and collaborative colleagues
• Excellent opportunities for professional and leadership development
• Exposure to state-of-the-art healthcare technology
• A flexible hybrid working environment
• Access to global learning and development programs and local training initiatives
• Opportunities to collaborate internationally and participate in cross-country projects
• Support for internal mobility and long-term career development

Role Purpose

The Customer Care Manager Netherlands is responsible for leading and continuously improving Customer Care operations in the Netherlands, ensuring high-quality, efficient, and customer-focused service delivery.

In addition to national responsibility, this role has a regional leadership scope within Region North. The role actively leads, coordinates, and develops the local Customer Care Managers across the region, driving alignment, sharing best practices, and contributing to regional performance improvements and standardization initiatives.

This is a dual role combining operational ownership in the Netherlands with functional leadership at regional level.

Reporting Line

Reports to Head of Service & Operations, Region North.

Key Accountabilities Customer Care Operations – Netherlands

• Overall responsibility for Customer Care service delivery in the Netherlands
• Ensure effective incident, service request, and problem management in line with ITIL principles
• Manage customer escalations and major incidents
• Monitor, analyze, and improve service performance and KPIs (e.g. Response times, resolution times, customer satisfaction)
• Drive operational excellence, efficiency, and service quality

Regional Customer Care Leadership – Region North

• Provide functional leadership to Customer Care Managers across Region North
• Actively lead regional collaboration, knowledge sharing, and best-practice implementation
• Contribute to the alignment of processes, standards, and ways of working across countries
• Support regional performance insights, benchmarking, and improvement initiatives
• This role does not carry end-to-end line responsibility for Customer Care teams outside the Netherlands

People Management

• Lead, coach, and develop the Dutch Customer Care team
• Ensure effective workforce planning, talent development, and employee engagement
• Foster a performance-oriented culture with strong focus on continuous improvement

Process & Continuous Improvement

• Drive continuous improvement of Customer Care processes and service delivery models
• Contribute to regional standardization of processes and tooling
• Participate in or lead service improvement initiatives, including ITSM tooling enhancements

Stakeholder Management

• Collaborate closely with Sales, Professional Services, Product Management, and R&D
• Ensure strong alignment between local execution and regional service strategy
• Act as a trusted partner for internal and external stakeholders

Knowledge, Skills & Experience

• Bachelor’s degree in a relevant field
• ITIL Service Management certification
• Proven leadership experience in Customer Care or Service Operations (B2B / IT environment)
• Strong understanding of corrective maintenance and service desk operations
• Experience with ITSM tools (e.g. ServiceNow, Jira)
• Strong analytical, communication, and leadership capabilities
• Fluent in Dutch (C2 level) and English (C1 level)

Role Level & Impact

• Managerial role with national responsibility
• Operational leadership combined with tactical and continuous improvement focus
• Partial regional leadership scope within Region North
• Direct impact on customer satisfaction, service quality, operational efficiency, and employee engagement

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