About Tidalis

Do you want to be part of our innovative team that helps protect “The Great Barrier Reef”, make our waterways safer and more secure and optimize the efficiency of the world’s largest ports? Then keep reading! We serve clients around the globe with advanced solutions in the areas of maritime traffic, ports, and terminals. Together, we ensure the safe and efficient movement of people and goods in the maritime world.

Your Role

What will you do?

• Acts as strategic owner of the customer contract lifecycle, aligning commercial, operational, and customer objectives.
  
• Drives customer satisfaction through performance monitoring, service reviews, and proactive expectation management.
  
• Owns financial performance of assigned contracts, including budgets, margins, renewals, and upsell opportunities.
  
• Manages support and maintenance contracts, ensuring SLAs and KPIs are consistently met.
  
• Coordinates internal teams, subcontractors, and partners to ensure timely, high-quality service delivery.
  
• Acts as trusted advisor to customers, leading escalations and advocating for their needs internally.
  
• Identifies and mitigates operational, commercial, and QHSE-related risk.
  
• Leverages data and digital tools to monitor performance and drive continuous improvement.
  
• Coaches and leads Customer Support and Field Service Engineers to strengthen team capability.
  
• Ensures ITIL process adherence and drives ongoing service quality improvements.
  
• Maintains strong stakeholder alignment across internal and external parties.

What do you bring?

• Bachelor’s or Master’s degree in a relevant technical or business discipline.
  
• Minimum of 5 years of experience in customer support, maintenance, or service delivery management in a high-tech B2B or B2G environment.
  
• Demonstrates proven consistent achievement of large-scale, complex, high-risk contracts.
  
• Experience in financial and operational management.
  
• Strong technical understanding of End-to-End systems or equipment to assess feasibility and impact of service activities.
  
• Project management certification (IPMA-D/C or PMI-PMP); ITIL certification is a strong plus.
  
• Hands-on experience with service management systems (ERP, CRM, CMMS) and digital monitoring tools.
  
• Fluent in Dutch & English both spoken and written (and local language where applicable).
  
• Willingness to travel internationally.
  
• Residing within reasonable travel distance of the company locations.

What do we offer ?

• Bachelor’s or Master’s degree in a relevant technical or business discipline.
  
• Minimum of 5 years of experience in customer support, maintenance, or service delivery management in a high-tech B2B or B2G environment.
  
• Demonstrates proven consistent achievement of large-scale, complex, high-risk contracts.
  
• Experience in financial and operational management.
  
• Strong technical understanding of End-to-End systems or equipment to assess feasibility and impact of service activities.
  
• Project management certification (IPMA-D/C or PMI-PMP); ITIL certification is a strong plus.
  
• Hands-on experience with service management systems (ERP, CRM, CMMS) and digital monitoring tools.
  
• Fluent in Dutch & English both spoken and written (and local language where applicable).
  
• Willingness to travel internationally.
  
• Residing within reasonable travel distance of the company locations.