IT Service Delivery Manager (NL/FR/UK) - X3

Context

The Service Delivery Manager (SDM) is responsible for the end-to-end follow-up of service delivery within the assigned functional or technical domain. The SDM acts as the central point of contact for service delivery, monitors collaboration between involved internal and external service providers, and ensures that the service is followed up in a stable, transparent, and results-oriented manner.

The SDM is not merely an operational dispatcher but holds a coordinating role within the hybrid Service Integrator. He or she monitors service quality, supports governance, coordinates the various involved parties, and reports on service performance, risks, and improvement opportunities.

Missions

• Take end-to-end responsibility for service delivery within the assigned domain.

• Act as the central point of contact for service delivery follow-up towards stakeholders.

• Coordinate collaboration between internal and external service providers.

• Monitor service levels, performance, risks, issues, and escalations.

• Organize and chair operational and tactical meetings, such as service reviews and coordination boards.

• Follow up on incidents, structural problems, changes, and improvement actions from a service perspective.

• Ensure clear and consistent reporting on service delivery.

• Identify improvement opportunities and contribute to the further professionalization of the SIAM run.

Tools & Environment

• Service Delivery Management (Expert)

• IT Service Management / ITIL (Expert)

• Multi-provider governance and coordination

• Escalation and risk management

• SIAM (Service Integration and Management)

• KPI and SLA monitoring

• Governance and service reporting

• End-to-end service management

• Experience in Defense context or equivalent (government)

1. 10+ years of experience in Service Delivery Management and IT Service Management / ITIL at Expert level
2. 5+ years of experience in Multi-provider governance and coordination at Confirmed level
3. 5+ years of experience in Escalation and risk management at Confirmed level
4. Expert level in Stakeholder management in complex environments
5. Confirmed level skills in SIAM, KPI and SLA monitoring, Governance and service reporting, and End-to-end service management
6. Confirmed experience in a Defense context or equivalent (government)
7. Active knowledge of Dutch, English, and French languages