Join Nebul

Nebul is a leader in sovereign-hybrid cloud solutions, combining the security of private cloud infrastructure with the scalability of global hyperscalers. Rooted in European values of privacy, security, and compliance, we empower businesses to harness AI with confidence. Our technology drives innovation in Generative AI, Digital Twins, and scientific simulations. If you're passionate about delivering exceptional customer experiences, optimizing service delivery, and building high-performing teams, this role is for you.
What You’ll Be Doing

As Service Delivery Lead, you will be at the forefront of ensuring customer satisfaction and operational excellence. You will shape the customer journey, optimize service processes, and lead a team that delivers seamless, high-quality support to our clients. From onboarding to ongoing service management, you will drive customer retention, service efficiency, and continuous improvement.

Key Responsibilities

• Define and implement a customer experience strategy that enhances satisfaction and engagement.
• Own the end-to-end service delivery process, ensuring efficiency, responsiveness, and high performance.
• Develop, implement, and refine metrics (NPS), tooling, reporting, and PDCA loops to measure and improve customer experience.
• Build and scale customer service, experience, and operations teams to support growing business needs.
• Act as the primary escalation point for major customer issues, ensuring swift resolution and continuous service improvement.
• Develop and monitor KPIs and SLAs to measure service quality, operational efficiency, and customer success.
• Lead and mentor the customer support and service delivery team, fostering a high-performance, customer-first culture.
• Work closely with sales, engineering, and product teams to align service offerings with customer needs.
• Identify and implement automation and process improvements to enhance service delivery—never solve the same problem twice.
• Own and refine the onboarding process, ensuring a smooth transition from sales to implementation.
• Establish feedback loops with customers, gathering insights to drive service enhancements and innovation.
• Ensure compliance with service management frameworks, security regulations, and data privacy policies.

What Your Day Will Not Look Like

• Delivering generic, one-size-fits-all service—we personalize the experience for every customer.
• Working reactively—we take a proactive approach to customer satisfaction and issue prevention.
• Operating in isolation—this role requires cross-functional collaboration to drive customer success.

What You Bring

• Proven experience in customer experience, service delivery, or customer success management, ideally in a cloud or technology-driven environment.
• Experience in Managed Service Providers (MSPs), data centers, or cloud infrastructure is a strong plus.
• Strong understanding of IT service management (ITSM), SLAs, and customer support frameworks.
• Exceptional problem-solving skills with a proactive and data-driven mindset.
• Ability to build and scale high-performing customer experience and service delivery teams.
• Strong communication skills, capable of engaging with customers at all levels, from operational teams to C-suite executives.
• A mindset focused on scalability and automation—ensuring problems are solved efficiently and not repeated.

Bonus Points If You Have

• Experience in cloud services, SaaS, or AI-driven technologies.
• Knowledge of ITIL, ISO 27001, or other service management frameworks.
• Experience with customer journey mapping, NPS (Net Promoter Score), and customer success metrics.

What We Offer

• Competitive salary and benefits package.
• Opportunities for career growth and leadership development.
• A cutting-edge environment where customer experience meets innovation.
• A collaborative culture that values creativity, impact, and customer success.

Eligibility & Application Information
We welcome non-native Dutch speakers to apply. However, to be eligible, you must:

• Have a valid work permit in the Netherlands.
• Reside in the Netherlands and be able to travel to the office near The Hague.
• Be fluent in English (Dutch is not required).

Please note: Nebul does not offer sponsorship or relocation assistance.

Ready to shape the future of customer experience and service delivery? Apply now and make a real impact at Nebul.