Job DescriptionService Delivery Manager – Digital Applications
About the RoleAs 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 ResponsibilitiesEnd-to-end ownership of service delivery for digital applicationsOversee application management across the full lifecycle (maintenance, enhancements, upgrades, and retirement)Monitor, manage, and report on SLAs, KPIs, and performance metricsLead incident, problem, and change management processes (ITIL-based)Ensure effective application support and operational stabilityManage internal teams and external vendors to deliver high-quality servicesDrive continuous service and process improvementsEnsure risk management and compliance adherencePrepare and maintain service reports and performance dashboardsOwn and manage the service delivery budget for digital applicationsIdentify cost optimization opportunities without compromising service quality
Core ActivitiesOrganize and lead service review meetingsWorking closely with the Application Managers to monitor application availability, performance and reliability.Coordinate escalations and resolution of major incidentsManage vendor contracts and service agreementsProactively identify trends and propose improvement actionsProvide regular service performance reporting to stakeholders
ProfileMinimum of 5 years' experience in service delivery, application management, or IT operationsStrong knowledge of open-source applications and Agile methodologiesExperience with Java EE environments, Oracle and/or PostgreSQL databasesHands-on experience with ALM tools including Jira, Confluence, and BitbucketStrong 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 responsibilityITIL certification (or equivalent knowledge) preferredExperience with application lifecycle management and governanceExcellent analytical, financial, and communication skillsResults-driven, proactive, and resilient under pressureProven experience in stakeholder and vendor managementFluent in both Dutch and English (written and spoken) – mandatory requirement
Nice to HaveExperience with ServiceNow and/or PeopleSoftKnowledge of .NET, MS SQL, DrupalExperience with APIGEE and REST-based integrations
CompetenciesCustomer-focused mindsetLeadership and decision-making abilityStrong problem-solving skillsOrganizational awarenessProcess-oriented thinkingContinuous improvement mindset
What We OfferA challenging and strategic role within a digital-driven organizationCompetitive salary and comprehensive benefits packageHybrid working opportunities ( 2-3 days office or customer location / 2-3 days working from home)Professional development and training opportunitiesA dynamic and collaborative working environment