IT Service Delivery Manager

Function

We're looking for an experienced IT Service Delivery Manager to join our client's team in a complex and business-critical IT environment. In this role, you'll take end-to-end ownership of the quality, performance, and continuous improvement of one or more IT services, with a strong focus on Application Performance Management (APM). You'll act as the key link between business stakeholders, internal IT and application teams, and external service providers, combining strategic service management with hands-on operational follow-up.

Role & Responsibilities

You'll be responsible for ensuring reliable and high-performing IT services while driving structural improvements across the service landscape. Your responsibilities will include:

• Take end-to-end ownership of service quality, availability, performance, and continuous improvement.

• Ensure agreed SLAs and OLAs are consistently monitored, reported, and achieved.

• Drive Application Performance Management activities, including monitoring, performance analysis, reporting, and improvement initiatives.

• Identify and proactively address service risks, recurring incidents, structural problems, and performance bottlenecks.

• Coordinate internal teams, business stakeholders, application teams, and external vendors to ensure effective service delivery.

• Manage complex Service Management escalations, taking ownership of issues with significant technical, organisational, or business impact.

• Build consensus across business and IT stakeholders and facilitate decisions in situations involving competing priorities.

• Manage and coordinate external and offshore service teams within a large-scale IT environment.

• Contribute to continuous improvement of service management processes, tools, reporting, and performance frameworks.

• Work extensively with ServiceNow, Jira, and Confluence to support service management activities and collaboration.

Profile

We're looking for a senior IT professional with extensive experience in Service Management and Application Performance Management, ideally gained in large and complex organisations. You should be comfortable operating at both strategic and tactical levels and have a strong track record of managing stakeholders, vendors, and critical service escalations.

The ideal candidate brings:

• Minimum 15 years of IT experience, including at least 5 years in strategic/tactical Service Management.

• At least 5 years of experience in Application Performance Management.

• At least 5 years of experience within the public or semi-public sector.

• Proven experience managing external and/or offshore IT teams.

• ITIL v4 certification.

• Strong experience with monitoring, reporting, and service performance management.

• Broad hands-on experience with ServiceNow, Jira, and Confluence.

• Demonstrated ability to build consensus between business and IT stakeholders.

• Strong experience managing complex Service Management escalations involving multiple stakeholders and high business impact.

• Excellent communication and stakeholder management skills.

• Fluency in French, Dutch, and English, with a minimum B2 level in each language.

• Experience working effectively within large-scale, complex IT organisations.

Practical Information

This is a senior consulting assignment in which you'll have significant responsibility for service quality, performance, stakeholder alignment, and continuous improvement. The role requires regular interaction with both technical and business stakeholders and the ability to operate effectively in a demanding, multi-stakeholder environment. On-site presence may be required up to five days per week, depending on the client's operational needs.

Contactperson & Reference

• Reference #: INW28312
• Pieter Messely
• pieter.messely@i4m.be