IT Service Delivery Manager

• Own the delivery and continuous improvement of IT services in line with contractual commitments and agreed SLAs.
• Act as a trusted operational contact for customers and build strong, long-term relationships.
• Monitor SLA/KPI performance, analyse deviations and coordinate corrective actions.
• Prepare and lead service reviews and translate service reporting into concrete improvement initiatives.
• Identify customer needs and work with internal technical and commercial teams to shape appropriate solutions.
• Contribute to the definition and evolution of services, including service models, responsibilities, service levels and contractual commitments.
• Coordinate and support ITIL processes including Incident, Problem and Change Management.
• Challenge and coordinate technical teams across infrastructure and application environments.
• Manage escalations and customer complaints through to resolution.
• Support projects and service transitions, ensuring new or changed services are operationally ready.
• Drive a structured approach to service quality, customer satisfaction and continuous improvement.

What they ask

• 5+ years of experience in IT Service Delivery, Service Management or a comparable customer-facing IT role.
• Proven experience managing SLA/KPI performance, service reporting and continuous improvement.
• Strong understanding of ITIL/ITSM principles and processes.
• Solid understanding of enterprise IT infrastructure, such as servers, operating systems, virtualisation, storage, databases and web technologies.
• Experience coordinating technical teams and multiple stakeholders in a complex IT environment.
• Previous experience in IT project management or service transition.
• Strong analytical, organisational and problem-solving skills.
• Excellent communication and stakeholder-management abilities, with the confidence to operate across technical, customer and commercial environments.
• Professional fluency in French, Dutch and English.
• Bachelor’s or Master’s degree in IT, business, management or equivalent professional experience.
• ITIL, ISO 20000 or another relevant Service Management certification is an advantage.