Service Delivery Manager

Description

This role is a business relationship position for a service delivery manager who looks after customer relationships and service quality.

The job centers on setting and tracking Service Level Agreements, driving operational automation, and getting more out of technical and human resources. The manager also looks for new technical and business opportunities to widen the managed services scope.

The company offers end-to-end corporate technology and software solutions, with more than 51,000 colleagues in nearly 30 countries. The role sits in the Digital Platform Services business line, which covers the industrial, life sciences, public and finance sectors and core IT from front end to back end of business platforms.

Responsibilities

• Act as the main point of contact between customers and operations teams, representing the customer internally while protecting company priorities.
• Run operational accounts and review tickets and requests so they match what the customer expects.
• Prepare and check the monthly Service Level Reports, then present them at steering committee meetings.
• Escalate risks, issues and business opportunities to internal stakeholders.
• Oversee invoicing, checking accuracy and following up on timely payment.
• Make sure services meet contract terms and ITIL practices.
• Lead Continuous Service Improvement (CSI) initiatives to raise efficiency and quality.
• Manage operational, financial and project risks.
• Take charge of critical incidents, including those outside business hours, and coordinate the fix.
• Handle change requests and small to medium projects (up to roughly 100 days), covering planning, cost estimation and P&L accountability.
• Support pre-sales by validating service offers and joining sales teams when needed.

Requirements

• Master's degree in a relevant field, or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager.
• Knowledge of Application Management.
• Strong commercial skills, including consultative selling and writing proposals.
• Clear written and spoken communication and presentation skills.
• A customer-focused mindset and genuine commitment.
• Conceptual thinking combined with a practical approach.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.
• A direct communication style and the ability to adapt to different audiences.
• Strong organizational and problem-solving skills.
• English, Dutch and French are required, both spoken and written.

Conditions

Flexible working arrangements, with both local and international opportunities.

Indefinite contract.

Equal opportunity applies to all candidates.

Benefits

• A company car or mobility budget.
• A laptop, a phone and a phone subscription.
• A competitive salary.
• Insurance coverage, meal vouchers, eco-cheques and more.
• Continuous learning through the company academy, with coaching from experts and more than 250 training sessions, including digital ones, to support your career development.