Service Delivery Manager (ITIL)

TL;DR

Service Delivery Manager (ITIL): Managing business relationships and ensuring high-quality service delivery for corporate technology solutions with an accent on SLA monitoring, operational automation, and resource optimization. Focus on driving Continuous Service Improvement (CSI), managing critical incidents, and overseeing P&L for small to medium projects.

Location: Flanders/Brussels, Belgium. Flexible working arrangement mentioned.

Company

Leading European digital solutions provider specializing in tailored corporate technology and software solutions.

What you will do

• Act as the primary liaison between customers and operational teams, representing customer interests.
• Define, monitor, and report on Service Level Agreements (SLAs) via monthly Service Level Reports.
• Drive Continuous Service Improvement (CSI) initiatives to enhance service efficiency and quality.
• Handle critical incidents and coordinate resolution efforts, including outside business hours.
• Manage change requests and small-to-medium projects with P&L accountability.
• Support pre-sales activities by validating service offers and accompanying sales teams.

Requirements

• Master’s degree in a relevant field or equivalent professional experience.
• Proven experience as a Service Delivery Manager.
• ITIL v4 certification or equivalent required.
• Knowledge of Agile or other project management methodologies.
• Proficiency in English, Dutch, and French (written and verbal) is required.
• Strong commercial skills, consultative selling, and proposal writing experience.

Culture & Benefits

• Company car or mobility budget.
• Competitive salary with an indefinite contract.
• Insurance coverage, meal vouchers, and eco-cheques.
• Flexible working arrangement (local and international opportunities).
• Continuous learning opportunities through the hirify.global Academy.
• Hardware package including laptop, phone, and subscription.