Are you a passionate Service Delivery Manager ready to make a tangible impact? We are looking for an enthusiast to join the Products & Technology team, the heart of our client's digital-first vision. In this challenging role, you will support business specialists in building purpose-driven products, solving complex problems, and creating unique experiences that unlock new opportunities for growth. You will be part of a team fuelled by open and curious minds, dedicated to solving important problems and creating new solutions for a new day.
Your tasks:
* Ensure Service Support and Service Delivery processes are in place to meet business needs and deliver high-quality service to end-users.
* Build and manage business expectations, driving the Product and Technology team to achieve those expectations to a high standard.
* Develop strong relationships with assigned internal customers, addressing their issues with a positive, customer-centric attitude.
* Build and optimize supplier partnerships to elevate service quality and align with strategic goals.
* Establish policies designed to ensure consistently high service performance.
* Evaluate customer feedback to develop quality improvement processes and contribute strategic thoughts about services and projects.
* Create and consolidate common data views of existing services with all relevant stakeholders.
* Evaluate existing local and global services, driving continuous improvement initiatives.
* Manage SLAs effectively and implement escalation procedures to address issues promptly.
* Provide regular reporting on service performance metrics and supplier evaluations to ensure accountability.
* Foster effective communication and collaboration with internal stakeholders for a unified approach to service delivery.
* Oversee asset and license management to ensure accurate inventory, compliance, cost optimization, and risk mitigation.
* Maintain support and governance models as well as a service delivery plan.
* Oversee and maintain a comprehensive inventory of CIs in the supporting tools.
* Regularly assess supplier performance to ensure adherence to contractual obligations and SLAs.
Your profile:
* A Bachelor's or Master's degree in computer science, information systems, business administration, applied economics, or a related field (or equivalent work experience).
* A minimum of 7 years of relevant experience.
* Overall knowledge of ITIL methodology; ITIL certification is considered a plus.
* Strong customer focus with the ability to anticipate and address customer needs proactively.
* Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
* Excellent communication and storytelling skills, with the ability to engage stakeholders at all levels.
* Service-minded, stress-resilient, and possesses strong negotiation skills.
* A constructive collaborator who innovates and takes initiative.
* An active listener with strong negotiation skills.
* A keen understanding of risk management (risk-aware).
* Mandatory: Excellent verbal and written English, plus French or Dutch as a native language