Service Delivery Manager – Sopra Steria
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Company Description
Sopra Steria offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. With more than 51,000 colleagues in nearly 30 countries, we are ranked as Europe’s leading digital solutions provider.
Job Description
The Service Delivery Manager is a business relationship manager responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), driving operational automation, and optimizing the utilization of technical and human resources. The SDM also identifies new technical and business opportunities to expand the scope of managed services.
Key Responsibilities
* Act as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities.
* Manage operational accounts, review tickets and requests, and ensure alignment with customer expectations.
* Prepare and validate monthly Service Level Reports and present them during steering committee meetings.
* Report risks, issues, and business opportunities to internal stakeholders.
* Oversee invoicing processes, ensuring accuracy and timely payment follow‑up.
* Ensure service delivery in compliance with contractual agreements and ITIL processes.
* Drive Continuous Service Improvement (CSI) initiatives to enhance efficiency and quality.
* Manage risks—operational, financial, and project-related.
* Handle critical incidents (including outside business hours) and coordinate resolution efforts.
* Manage change requests and small to medium‑size projects (up to approximately 100 days), including planning, cost estimation, and P&L accountability.
* Support pre‑sales activities by validating service offers and accompanying sales teams when needed.
Qualifications
* Master’s degree in a relevant field or equivalent professional experience.
* Experience as a Service Delivery Manager.
* Strong commercial skills, including consultative selling and proposal writing.
* Excellent written and verbal communication and presentation skills.
* Customer‑oriented mindset with a strong sense of commitment.
* Ability to think conceptually while maintaining a pragmatic approach.
* ITIL v4 certification or equivalent.
* Knowledge of Agile or other project management methodologies.
* Assertive communication style and adaptability to different audiences.
* Strong organizational and problem‑solving skills.
* Language: English, Dutch and French are required (both verbally and in writing).
What to Expect from Working at Sopra Steria
Become part of a major tech player in Europe recognized for consulting, digital services, and software development. Join the Business Line DPS (Digital Platform Services) and help clients achieve continuity and optimize their IT strategy.
Employee Benefits
* A company car or mobility budget.
* Laptop, phone & phone subscription.
* A competitive salary and indefinite contract.
* Insurance coverage, meal vouchers, eco‑cheques, and more.
* Continuous learning opportunities through the Sopra Steria Academy.
Equal Opportunity
Sopra Steria is an equal‑opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.
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