Service Delivery Manager (ITIL)

Location: Hybrid, Flanders/Brussels, Belgium

Company

Sopra Steria provides consulting, digital services, and software solutions across Europe. The role is part of the Digital Platform Services business line, supporting core IT and business platforms in the industrial, life sciences, public, and finance sectors.

What you will do

• Act as the primary liaison between customers and operational teams, managing relationships, accounts, tickets, requests, and service expectations.
• Define, monitor, prepare, validate, and present Service Level Agreements and monthly service-level reports.
• Ensure service delivery complies with contractual agreements and ITIL processes while driving Continuous Service Improvement initiatives.
• Report operational, financial, and project risks, issues, and business opportunities; manage invoicing and payment follow-up.
• Coordinate critical-incident resolution, including outside business hours, and manage change requests and small to medium-sized projects of up to approximately 100 days.
• Support pre-sales by validating service offers and accompanying sales teams when needed.

Requirements

• Master’s degree in a relevant field or equivalent professional experience.
• Experience as a technical Service Delivery Manager and knowledge of Application Management.
• Strong commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills, with an assertive style adaptable to different audiences.
• Customer-oriented mindset with a strong sense of commitment.
• Conceptual thinking combined with a pragmatic approach.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies, with strong organizational and problem-solving skills.
• Fluent written and verbal English, Dutch, and French are required.

Culture & Benefits

• Flexible working arrangement with local and international opportunities.
• Competitive salary and indefinite contract.
• Company car or mobility budget, laptop, phone, and phone subscription.
• Insurance coverage, meal vouchers, eco-cheques, and other employee benefits.
• Access to the Sopra Steria Academy and more than 250 digital training sessions.
• Inclusive and respectful work environment focused on collaboration, professional development, and digital transformation.