Service Delivery Manager (ITIL)

Location: Brussels, Belgium

Company

hirify.global provides software and cloud solutions, helping organizations optimize software investments, modernize applications, and use cloud, data, and AI technologies.

What you will do

• Own end-to-end delivery of contracted services and act as the primary customer contact.
• Manage customer satisfaction, stakeholder relationships, feedback, and retention risks.
• Monitor SLAs, KPIs, budgets, service performance, and operational reporting.
• Lead issue resolution, major-incident communication, root cause analysis, and risk mitigation.
• Drive continual service improvement through standardization, automation, and service management practices.
• Manage contracts and service roadmaps while identifying upsell and cross-sell opportunities.

Requirements

• Proven experience in service delivery management with end-to-end ownership of quality and performance.
• 3–5 years of experience in IT, customer-facing, or service delivery roles.
• Bachelor’s degree (HBO) or higher.
• ITIL Foundation certification is required, with practical knowledge of IT service management principles and processes.
• Strong communication, stakeholder management, listening, questioning, organizational, and problem-solving skills.
• PRINCE2 Foundation certification is required for structured project delivery; intermediate ITIL Service Management certification is preferred.

Culture & Benefits

• Work in a global organization operating across more than 70 countries.
• Collaborate across borders with technology, customer success, and business operations teams.
• Access continuous learning and professional development opportunities.
• Contribute to customer outcomes in a fast-moving technology environment.