Service Delivery Manager

Brussel, Brussel

Service Delivery Manager Position

For a client we are seeking a Service Delivery Manager.

As a Service Delivery Manager, you will make an impact by:

Enabling High-Quality Service Delivery: Ensure that Service Support and Service Delivery processes are in place to meet business needs while delivering high-quality service to end users.
Stakeholder Engagement: Build and manage expectations within the business and drive the Product and Technology team to achieve those expectations to a high standard.
Customer Relationship Management: Build strong relationships with assigned internal customers, addressing their issues and continually delighting them with a positive, customer-centric attitude.
Supplier Relationship Management: Build and optimize supplier partnerships to elevate service quality and align with strategic goals.
Policy Establishment: Establish policies designed to ensure consistently high service performance.
Quality Improvement Initiatives: Evaluate customer feedback to develop quality improvement processes and contribute strategic thoughts about services and projects that impact service delivery.
Data Consolidation: Create and consolidate common data views of existing services with all relevant stakeholders.
Continuous Improvement: Evaluate existing local and global services, driving continuous improvement initiatives.

Play a pivotal role in enhancing service delivery through effective supplier relationships, operational excellence, and the nurturing of a client-focused environment.
Prioritize customer needs and satisfaction by ensuring that services delivered meet or exceed expectations.
Manage SLAs effectively and implement escalation procedures to address issues promptly and maintain service quality.
Provide regular reporting on service performance metrics and supplier evaluations to ensure accountability and continuous improvement.
Foster effective communication and collaboration with internal stakeholders to ensure a unified approach to service delivery.
Oversee asset and license management to ensure accurate inventory, compliance, cost optimization, effective vendor relations, risk mitigation, and cross-departmental coordination.
Maintain support and governance models as well as a service delivery plan.
Oversee and maintain a comprehensive inventory of Configuration Items (CIs) in the supporting tools.
Regularly assess supplier performance to ensure adherence to contractual obligations and service level agreements (SLAs).

Bachelor's or Master's degree in computer science, information systems, business administration, applied economics, or related field, and/or equivalent work experience.
Overall knowledge of ITIL methodology and able to align/map this to local, Cloud, or 3rd Party based services. ITIL certification is considered a plus.
Strong focus on customer satisfaction and experience, with the ability to anticipate and address customer needs proactively.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
Strong communication and storytelling skills, with stakeholders at all levels.
Service-minded, stress-resilient, and has strong negotiation skills.
Collaborates constructively with other people, innovates, and takes initiatives.
Be an active listener and hold strong negotiation skills.
A keen understanding of risk management.
7 years of relevant experience.
Excellent verbal and written English are mandatory, plus French or Dutch as a native language.