Service Delivery Manager

Are you a passionate Service Delivery Manager ready to make a tangible impact? We are looking for an enthusiast to join the Products & Technology team, the heart of our client's digital-first vision. In this challenging role, you will support business specialists in building purpose-driven products, solving complex problems, and creating unique experiences that unlock new opportunities for growth. You will be part of a team fuelled by open and curious minds, dedicated to solving important problems and creating new solutions for a new day.

Your tasks:

• Ensure Service Support and Service Delivery processes are in place to meet business needs and deliver high-quality service to end-users.

• Build and manage business expectations, driving the Product and Technology team to achieve those expectations to a high standard.

• Develop strong relationships with assigned internal customers, addressing their issues with a positive, customer-centric attitude.

• Build and optimize supplier partnerships to elevate service quality and align with strategic goals.

• Establish policies designed to ensure consistently high service performance.

• Evaluate customer feedback to develop quality improvement processes and contribute strategic thoughts about services and projects.

• Create and consolidate common data views of existing services with all relevant stakeholders.

• Evaluate existing local and global services, driving continuous improvement initiatives.

• Manage SLAs effectively and implement escalation procedures to address issues promptly.

• Provide regular reporting on service performance metrics and supplier evaluations to ensure accountability.

• Foster effective communication and collaboration with internal stakeholders for a unified approach to service delivery.

• Oversee asset and license management to ensure accurate inventory, compliance, cost optimization, and risk mitigation.

• Maintain support and governance models as well as a service delivery plan.

• Oversee and maintain a comprehensive inventory of CIs in the supporting tools.

• Regularly assess supplier performance to ensure adherence to contractual obligations and SLAs.

Your profile:

• A Bachelor's or Master's degree in computer science, information systems, business administration, applied economics, or a related field (or equivalent work experience).

• A minimum of 7 years of relevant experience.

• Overall knowledge of ITIL methodology; ITIL certification is considered a plus.

• Strong customer focus with the ability to anticipate and address customer needs proactively.

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

• Excellent communication and storytelling skills, with the ability to engage stakeholders at all levels.

• Service-minded, stress-resilient, and possesses strong negotiation skills.

• A constructive collaborator who innovates and takes initiative.

• An active listener with strong negotiation skills.

• A keen understanding of risk management (risk-aware).

• Mandatory: Excellent verbal and written English, plus French or Dutch as a native language