Principal Service Manager

At Workwize, we're helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries.

With 50.000 users and 120.000 devices under management, we're solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives.

Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide.

LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands!

About the Company At Workwize, we're revolutionizing how businesses support their global teams. The rise of a global workforce has enabled companies to access a broader talent pool but has also brought logistical challenges, such as local vendor availability, timely laptop delivery, equipment management, and secure retrieval and storage. Workwize's SaaS platform, integrated with suppliers and warehouses worldwide, simplifies and automates the deployment, management, and retrieval of IT hardware for distributed teams. Today, Workwize supports operations in 100+ countries, manages 100,000+ devices, and enables seamless IT lifecycle management for 25,000+ users globally. As we continue to scale, improving the reliability and experience of our retrieval service is a key priority.

About the Role

We are hiring two Principal Service Managers to lead two pillars of Workwize's Service Operations function. One role is more focused on logistics; from order placement to device delivery. The other is more focused on warehousing and asset lifecycle; everything that happens after delivery, underpinned by a global network spanning 14+ locations.

Both roles carry identical seniority and expectations. The domain differs but the bar does not. In your application, you are welcome to indicate a preference, but we will determine fit collaboratively through the process.

Workwize is a global IT lifecycle platform operating across 100+ countries. We manage hardware procurement, delivery, retrieval, and warehousing on behalf of fast-growing companies globally. Service Operations is the engine of that service — and these two Principal Service Manager roles are critical hires to set up Workwize's operations for the next phase of growth.

You will report directly to the Group Service Manager, manage a combined team of 10+, and build it strategically from there. The problems are structural, the stakes are high, and the opportunity to make a material and lasting impact is real.

What You'll Own

Pillar Leadership

• Own the end-to-end performance of your assigned pillar — full accountability for client experience and key operational metrics
• Drive bottom-up improvement across the full service — from day-to-day processing and operational execution through to project-based and technology improvements — leaving no part of the pillar unexamined
• Set the strategic direction for the pillar and translate it into a clear, executable roadmap
• Drive reliability, observability, and proactivity as the operating standard — ensuring clients receive what was promised, can see what is happening, and are never surprised by a problem
• Act as the escalation owner for the most critical failures in your pillar — resolving them and fixing root causes structurally

Third-Party & Vendor Management

• Own the performance and strategic development of the third-party network within your pillar
• Drive vendor relationships from transactional to strategic — proactive performance reviews, corrective action plans, and real consequences for underperformance
• Own the expansion and optimisation agenda for the third-party network within your pillar

People Leadership

• Lead and manage a combined team of 10+, with 3–5 direct reports
• Build the management capability within the pillar — ensuring service managers are genuine owners of their domains
• Set clear expectations, provide structured feedback, and hold the team accountable to a consistent standard
• Develop the next generation of operational leaders within your pillar

Strategic Contribution

• Operate as a senior voice in the broader SO leadership team — contributing to strategy, not just executing within your pillar
• Partner with Product, Engineering, CSM, and Commercial to ensure your pillar enables Workwize's commercial and retention ambitions
• Feed operational insight into the product roadmap, commercial strategy, and client development agenda

What We're Looking For

• 5+ years of experience in operational leadership or management consulting, with direct exposure to either a start-up or scale-up environment, IT hardware, logistics, or warehousing operations
• Proven people leadership — you build capability in others, not dependency on yourself
• Structured, strategic thinker — you diagnose complex systems, form a clear point of view, and drive change through people
• Commercially minded — you understand how operational decisions translate to margin, retention, and competitive positioning
• Comfortable at two altitudes simultaneously: setting direction and getting into the detail when the situation demands
• Strong stakeholder influencer — builds trust across functions and levels without relying on formal authority
• Decisive and direct — surfaces hard truths and drives alignment on difficult decisions
• Experience in a fast-growth or scaling environment is a strong plus

Bonus if you have:

• Background in vendor or third-party performance management
• Exposure to SaaS or tech-enabled service businesses

Why Join Workwize

• Opportunity to own and shape a critical service line as it scales globally.
• High-impact role with clear metrics tied to success.
• Fast-moving, ambitious environment that values ownership, learning, and pragmatism over perfection.
• A culture that encourages questioning the status quo and continuously improving how we operate.

Workwize Offers

• Flexible hybrid work environment.
• Top-notch tools and equipment provided.
• Entrepreneurial culture with room to grow as an individual contributor and beyond.
• Team lunches, offsites, and regular team events
• Classpass corporate membership
• Workwize paid pensionscheme

Our Team

Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapid growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers.

We are looking forward to meeting you and discover if there is a match with the Workwize team!