Service Delivery Manager in Antwerp region.

Start Date: April 2026

Duration: Until the end of the year, with an option for extension

Work Regime: Full-time, 5 office days per week, occasional remote work permitted

Role Overview:

We are looking for a hands-on Service Delivery Manager who is not afraid to get their hands dirty — someone who uses insights from daily operational issues to build the foundations for a more stable, scalable, and quality-driven Fulfillment ecosystem.

Responsibilities:

• Hands-on Operational Improvement:
  • Investigate daily operational problems 
  • Identify patterns across individual cases and translate them into structural improvements
  • Support colleagues by reducing load
  • Create breathing space in the team by structuring work and improving clarity
• Process Definition & Implementation:
  • Co-design and improve processes — ensure they work in the field
  • Challenge partners and internal teams on realistic execution
  • Implement quality improvements based on practical insights and escalations
• Partner & Stakeholder Management:
  • Collaborate intensively with external contractors
  • Follow up on escalations with partners
  • Engage in operational, tactical, and strategic discussions up to COO/CEO level
  • Take ownership of long-running problem cases and drive them to resolution
• Bridge Between Strategy & Operations:
  • Maintain a helicopter view while being comfortable with details
  • Convert daily findings into strategic improvement initiatives
  • Act as a key link between processes, operations, partners, engineering, and customer impact

Must-have Skills:

• Minimum 5 years of relevant experience in service delivery, operations, change, or process implementation
• Proven track record in hands-on process implementation
• Strong ability to bring structure into chaotic environments
• Excellent cross-functional collaboration skills
• Technical affinity: Technical bachelor or master, or equivalent experience
• High stress tolerance and mature decision-making
• Strong communicator; able to influence and challenge stakeholders

Nice-to-have Skills:

• Experience with escalation management
• Change management experience
• Dutch and/or French language proficiency
• Experience working with contractors