Freelance it service delivery manager

For a global customer in Brussels, we are searching for a freelance IT Service Delivery Manager responsible for providing strategic oversight and governance across a complex enterprise application and service landscape, acting as the key interface between IT and the business.

Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.

Responsibilities

• Own the end-to-end operational service management function across a diverse portfolio of 80–150 applications per Service Line, including both commercial off-the-shelf and custom-built solutions.
• Act as a trusted advisor to executive stakeholders, translating complex technical issues, risks, and opportunities into clear business-focused insights that support strategic decision-making.
• Manage multi-million-euro IT operational budgets, including financial planning, forecasting, cost optimisation, vendor expenditure management, and budget governance.
• Provide a holistic ("helicopter") view of service performance across the application and infrastructure ecosystem, ensuring alignment between technology operations and business priorities.
• Lead all IT Service Management (ITSM) activities, ensuring effective management of Incidents, Problems, Changes, Requests, Service Levels, and Continual Service Improvement initiatives in accordance with ITIL best practices.
• Drive service excellence by proactively monitoring operational performance through dashboards, analytics, and KPI reporting, identifying trends and implementing improvements before business impact occurs.
• Act as the senior escalation point for critical service issues, major incidents, and operational risks, coordinating cross-functional teams to ensure rapid resolution and stakeholder confidence.
• Ensure compliance with regulatory, security, and governance requirements, including NIS regulations, cybersecurity standards, audit controls, and internal risk frameworks.
• Oversee supplier and third-party service provider performance, ensuring contractual obligations, service levels, and commercial commitments are consistently achieved.
• Partner with Architecture, Engineering, Security, and Business Leadership teams to ensure technology roadmaps support long-term business objectives.
• Develop and present executive-level reporting packs covering service performance, operational risks, financial status, compliance posture, and strategic improvement initiatives.
• Lead continual service improvement programmes that enhance service stability, customer satisfaction, operational efficiency, and overall business value.

Key Achievements

• Successfully managed large-scale application portfolios supporting multiple business functions and Lines of Service, ensuring high availability and operational resilience.
• Delivered significant operational efficiencies and cost savings through service optimisation, vendor management, and proactive budget control.
• Established strong relationships with executive leadership, enabling technology investments and operational priorities to be aligned with business strategy.
• Improved service performance through data-driven decision making, leveraging ServiceNow reporting, Power BI dashboards, and emerging AI-enabled analytics capabilities.
• Maintained service excellence within high-pressure, business-critical environments while ensuring compliance with security, risk, and regulatory requirements.

Profile

• 7+ years of experience operating within complex, high-stakes enterprise environments.
• Proven track record managing large-scale application and service portfolios.
• Strong background in ITSM and ITIL-led operational governance.
• Demonstrated ability to communicate effectively with C-suite and executive stakeholders, translating technical concepts into business outcomes. xphnsxz
• Experience managing significant IT operational budgets and driving value-focused technology investments.

Technical Skills (Highly Desired)

• IT Service Management (ITIL)
• Service Delivery Leadership
• Executive Stakeholder Management
• IT Budget Management & Financial Governance
• Application Portfolio Management
• Major Incident & Escalation Management
• ServiceNow
• Power BI & Service Analytics
• AI-Driven Reporting & Operational Insights
• Risk, Security & NIS Compliance
• Vendor & Supplier Management
• Operational Excellence
• Continual Service Improvement
• Enterprise Application Management
• Business Relationship Management

Additional Details

SENIORITY: 7 Years Minimum (as SDM)

START DATE: July

DURATION: 31st December

EXTENSION: Yes

CONTRACT: Freelance

LOCATION: Brussels

ONSITE POLICY: 2 days per week

HOURS PER WEEK: 40

LANGUAGES: Fluent English and Dutch/French (Dutch preferred)

INTERVIEW PROCESS: 1-2 stages