Service Delivery Manager – Partner Management
Start Date: ASAP
Duration: Until end of 2026
Work Regime: Full-time
Location: Mechelen office – predominantly on-site (fixed office days to be discussed)
Role OverviewThe company is looking for an experienced Service Delivery Manager (SDM) with a strong focus on partner management, specifically for the strategic partnership with Unit T. In this role, you will act as the primary point of contact between the company's service organization and Unit T's operational teams.
You will be responsible for ensuring high-quality service delivery through strong governance, performance management, cost control, and continuous improvement within this partnership.
Key Responsibilities
Act as the main interface between the company's Service Management and Unit T teams (±160 technicians via partners/subcontractors).
Set up, manage, and continuously improve service, financial, and contractual partner governance.
Daily monitoring and management of SLA, KPI, and operational performance.
Monitor, analyze, and report service delivery performance using data and dashboards.
Control budgets, cost structures, and contractual commitments.
Identify risks and issues, ensuring timely escalation and follow-up of actions.
Drive continuous improvement initiatives and process optimizations.
Translate data insights into concrete action plans and improvement initiatives.
Prepare and lead service review and governance meetings.
Ensure correct implementation and follow-up of deliverables within the Unit T vested agreement.
Requirements & Qualifications
Master's degree (Telecommunications, Engineering, Business Administration, or similar is a plus).
Minimum 5 years of relevant experience in Service Delivery Management within partner-driven operations (e.g. telecom, utilities, or field operations).
Must-Have Skills
Proven experience in SLA/KPI design, service delivery governance, and vendor/contract management.
Strong financial and analytical skills (budget management, reporting, Power BI, Excel).
Solid knowledge and practical application of ITIL/ITSM principles.
Experience with continuous improvement and process optimization (Lean).
Strong stakeholder management skills at all levels (from engineers to senior leadership).
Proactive, hands-on, and autonomous working style.
Fluent communication skills in English and Dutch .
Nice-to-Have Skills
Experience with Fiber or OSP operations.
Knowledge of vested partnerships and complex outsourcing models.
Experience in operational governance within multi-partner ecosystems.
Familiarity with telecom field operations KPIs (OTD, RFT, MTTR, appointment adherence, backlog management).
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