IT Service Delivery Manager

Job Title

IT Service Delivery Manager

Job Description

IT Service Delivery Manager

Introduction

As IT Service Delivery Manager, you will play a pivotal role in managing and supporting our smart IT solutions deployed at airports worldwide. These mission-critical solutions include software that orchestrates baggage transport, advanced data analytics platforms, and IT infrastructure. You will connect our customers with the Service Management organization and coordinate international specialists to ensure reliable service performance and customer satisfaction.

What will you be doing?

This dynamic role combines strategic oversight with hands-on coordination. You will plan, authorize, and evaluate service delivery activities, guide operational handovers and support efforts, and work across customer, service, engineering, product, and sales stakeholders to strengthen our Airports IT Solutions and service standards.

Responsibilities

• Oversee the implementation of new or modified service contracts, ensuring alignment with operational capabilities and customer expectations.
• Manage the handover of newly installed systems or services to the Service team, ensuring readiness for ongoing support and maintenance.
• Coordinate support efforts by bringing together the right teams, tools, and information, while assigning and monitoring work across internal teams and external partners.
• Collaborate with Service Desks, internal teams, and customer stakeholders to identify and implement improvements in Airports IT Solutions and Vanderlande service standards.
• Provide clear reporting on service delivery performance, including achievements, challenges, and improvement plans, and prioritize known issues for product development teams to support timely resolution and feedback.
• Analyze customer feedback, facilitate workshops to identify business opportunities and service improvements, and support Sales with service-related input during pre-sales and contract definition.

What do we ask from you?

• A professional degree in Computer Science, Information Technology, Information Systems, Mathematics, or a related technical field.
• Solid understanding of and hands-on experience with IT infrastructure and software development environments.
• Affinity with IT and Industrial Automation, together with a strong interest in logistics and operational processes.
• Proficiency in ITIL-aligned IT Service Management practices and frameworks.
• A proactive, pragmatic, and results-focused approach, supported by strong analytical and problem-solving skills and a hands-on attitude toward execution and continuous improvement.
• Excellent spoken and written English, confidence working in cross-functional and multicultural teams, and willingness to travel internationally on occasion.

About the team

The Airports IT Services team is part of the IT Delivery Group, which operates globally in selling, delivering, and servicing IT solutions for airports. You will work closely with colleagues across Sales, Engineering, Project Management, and Life Cycle Services.

About Vanderlande

Vanderlande builds automated systems for airports and parcel logistics, managing baggage from check-in to reclaim and sorting parcels across some of the world's largest delivery networks. A place to grow, with people who bring out the best in each other.

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.