IT Service Delivery Manager Position

Start Date: ASAP

End Date: 31/10/2026

Location: Brussels

Work Regime: 60%

Key Responsibilities:

• Public Procurement Procedure: Lead the creation of RFP/Tender specification documents, manage the selection phase, conduct negotiations, finalize contracts, and prepare for transition.
• Service Delivery Management: Oversee the delivery and lifecycle management of IT services (Application & Infrastructure), ensuring continuous availability and efficient operation to meet business needs.
• Process Design and Implementation: Design, model, and implement IT service delivery processes and standard operating procedures.
• Performance Monitoring: Monitor service performance metrics and KPIs, identify areas for improvement, and implement corrective actions.
• Vendor Lifecycle Management: Manage or participate in vendor lifecycle activities, including RFP processes, contract negotiations, and performance management.
• Incident and Problem Management: Resolve incidents and problems related to IT systems and services, ensuring timely resolution and minimal impact on users.
• Change and Release Management: Assist in managing change and release processes, including planning, scheduling, coordinating, and governance related to IT systems and services.
• Documentation and Reporting: Maintain accurate documentation of service delivery processes and procedures, and provide regular reporting on critical success factors and key performance indicators.
• System Design: Assist in designing IT systems, including hardware, software, networks, and integration points as part of IT architectural solutions development.
• Technology Evaluation and Selection: Evaluate new technologies, tools, and platforms to determine their suitability for adoption.
• Requirements Analysis: Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience managing IT service delivery in regulated environments, preferably within EU public procurement frameworks.
• Experience in vendor management, contract negotiation, and service transition.
• Familiarity with EU tendering processes and documentation standards.
• Fluency in English with excellent stakeholder management and communication skills.
• Strong understanding and experience with IT service management using the ITIL framework.
• Familiarity with other frameworks like COBIT or ISO/IEC 20000 is a plus.
• Proficiency in systems analysis, requirements gathering, and technical documentation.
• Detail-oriented with strong analytical and problem-solving abilities.
• Experience with IT service management tools (ServiceNow & Jira) is a plus.
• ITIL certification (intermediate level) is mandatory.