Service Delivery Manager

Function

We are looking for an experienced Service Delivery Manager to join our client’s organization and take ownership of the delivery of critical IT services to a portfolio of strategic, high-profile customers. In this customer-facing role, you will act as the key link between clients, operational teams, project teams, and external partners, ensuring exceptional service quality, operational continuity, and customer satisfaction. You will play a pivotal role in driving service excellence, managing stakeholder expectations, and continuously improving service delivery processes.

The Role

As Service Delivery Manager, you will oversee the operational performance of IT services and ensure that agreed service levels are consistently achieved. You will serve as the primary point of contact for customers regarding service delivery, service changes, and operational matters while coordinating closely with internal teams and external suppliers. In addition, you will establish effective governance structures, facilitate collaboration across stakeholders, and drive service improvement initiatives based on performance metrics and operational insights.

Key Responsibilities

• Monitor and manage Service Level Agreements (SLAs), operational KPIs, service quality, and delivery timelines.
• Closely oversee operational changes and ensure minimal impact on service continuity.
• Act as the central point of contact for strategic customers, building strong and long-lasting relationships.
• Lead regular service review meetings and proactively manage customer expectations.
• Coordinate with external suppliers and partners regarding service delivery, escalations, and operational performance.
• Establish and maintain effective governance frameworks that align customer needs with project and operational teams.
• Analyze incidents, identify recurring issues and service bottlenecks, and drive continuous improvement initiatives.
• Monitor service performance and prepare comprehensive reports for both customers and senior management.
• Facilitate collaboration between business stakeholders, technical teams, and service providers to ensure seamless service delivery.

The Ideal Candidate

• Minimum 6 years of experience in IT Service Delivery Management within a public-sector or highly regulated environment.
• Strong knowledge of IT service management frameworks, with practical experience in ITIL processes; ITIL v3/v4 certification is considered an advantage.
• Good understanding of project management methodologies such as PRINCE2 or equivalent.
• Proven experience managing stakeholders at multiple levels, including customers, suppliers, and executive management.
• Affinity with IT infrastructure and networking environments.
• Excellent organizational, planning, and prioritization skills, with the ability to manage multiple activities simultaneously.
• Strong analytical capabilities, including the ability to interpret large datasets, identify trends, and uncover structural service issues.
• Demonstrated leadership, coaching, and mentoring skills, with a passion for fostering collaboration and a culture of continuous improvement.
• Outstanding communication, negotiation, and relationship-building skills.
• Professional proficiency in Dutch, French, and English.
• Available to start at short notice or immediately.