Job Description Service Delivery Manager – Digital Applications About the Role As a Service Delivery Manager – Digital Applications, you are responsible for ensuring the quality, stability, and continuous improvement of our digital application services. You act as the key link between business stakeholders, IT teams, and external vendors, ensuring that agreed service levels are consistently met or exceeded. You combine operational excellence with strategic insight and actively contribute to optimizing processes, enhancing customer satisfaction, and driving digital innovation. Key Responsibilities End-to-end ownership of service delivery for digital applications Oversee application management across the full lifecycle (maintenance, enhancements, upgrades, and retirement) Monitor, manage, and report on SLAs, KPIs, and performance metrics Lead incident, problem, and change management processes (ITIL-based) Ensure effective application support and operational stability Manage internal teams and external vendors to deliver high-quality services Drive continuous service and process improvements Ensure risk management and compliance adherence Prepare and maintain service reports and performance dashboards Own and manage the service delivery budget for digital applications Identify cost optimization opportunities without compromising service quality Core Activities Organize and lead service review meetings Working closely with the Application Managers to monitor application availability, performance and reliability. Coordinate escalations and resolution of major incidents Manage vendor contracts and service agreements Proactively identify trends and propose improvement actions Provide regular service performance reporting to stakeholders Profile Minimum of 5 years’ experience in service delivery, application management, or IT operations Strong knowledge of open-source applications and Agile methodologies Experience with Java EE environments, Oracle and/or PostgreSQL databases Hands-on experience with ALM tools including Jira, Confluence, and Bitbucket Strong understanding of digital application landscapes (cloud, SaaS, APIs, integrations) Broad ICT knowledge with a solid understanding of system administration fundamentals (Unix/Linux/Windows, middleware, security, networking) Demonstrated experience in cost management and budget responsibility ITIL certification (or equivalent knowledge) preferred Experience with application lifecycle management and governance Excellent analytical, financial, and communication skills Results-driven, proactive, and resilient under pressure Proven experience in stakeholder and vendor management Fluent in both Dutch and English (written and spoken) – mandatory requirement Nice to Have Experience with ServiceNow and/or PeopleSoft Knowledge of .NET, MS SQL, Drupal Experience with APIGEE and REST-based integrations Competencies Customer-focused mindset Leadership and decision-making ability Strong problem-solving skills Organizational awareness Process-oriented thinking Continuous improvement mindset What We Offer A challenging and strategic role within a digital-driven organization Competitive salary and comprehensive benefits package Hybrid working opportunities ( 2-3 days office or customer location / 2-3 days working from home) Professional development and training opportunities A dynamic and collaborative working environment