Service Delivery Manager

• You are the central point of contact for both internal clients and IT suppliers.
• You actively lead in guiding colleagues and streamlining processes.
• You ensure that the IT services provided seamlessly align with the needs of the clients.
• You maintain regular contact, listen carefully to signals from the organization, and translate these into concrete actions.
• Together with fellow Service Delivery Managers and process managers, you monitor the quality, progress, and timeliness of service delivery.
• You are also responsible for coordinating improvement projects in the area of service delivery and processes.
• You analyze the performance of IT services, evaluate Key Performance Indicators, and report clearly on achieved service levels.
• Where you see opportunities for improvement in processes, collaboration, or technology, you take the initiative to implement them, in close consultation with process managers.
• You have a key role within the Service Level management process, for which you bear the substantive responsibility.
• This includes drafting, setting up, and concluding Service Level Agreements with both internal departments and external suppliers.

• You are a driven connector who is energized by improving IT service delivery and increasing customer satisfaction.
• You are willing to go the extra mile for a client and think along with them.
• Clear communication is natural for you.
• Agreements are crystal clear, and you insist on adhering to them.
• You take the lead in guiding and directing other colleagues in this regard.
• In a complex work environment, you effortlessly recognize interests and sensitivities and know how to bring divergent interests together.
• You know exactly who to approach and when to initiate decision-making processes.
• In your role, you provide solicited and unsolicited advice and know how to build support.

What they ask

• HBO+ (higher professional education) work and thinking level.
• Minimum of 2 to 5 years of relevant work experience.
• Experience in drafting reports, both for the client and for the organization itself.
• Affinity with ICT and a clear vision on your own field.
• An integrated working method, capable of setting priorities and focusing on continuous improvement of your services.
• Experience with Service Management, ITIL4/5, and ServiceNow, ITSM is a plus.
• The possibility to work at least 50% on-site.