Service Delivery Manager

OverviewOur international client in cybersecurity is looking for an experienced and customer-oriented Service Delivery Manager to lead the delivery of our services in the Netherlands and across Europe. Based in Amsterdam, you will be responsible for ensuring service excellence, maintaining strong client relationships, and driving continuous improvement in service operations.Key ResponsibilitiesService Management: Oversee the end-to-end delivery of services, ensuring compliance with contractual SLAs, KPIs, and quality standards.Client Relationship Management: Serve as the main point of contact for customers, fostering long-term relationships built on trust and performance.Issue and Escalation Handling: Take ownership of service incidents and escalations, ensuring timely and effective resolution through coordination with cross-functional teams.Performance & Reporting: Monitor service performance, prepare regular reports, and present insights and improvement plans to management and clients.Continuous Improvement: Identify opportunities to enhance processes, optimize efficiency, and elevate the overall customer experience.Team Leadership: Guide and mentor service delivery and support teams to achieve operational excellence and professional growth.Cross-Functional Collaboration: Partner with internal stakeholders in operations, IT, logistics, and sales to ensure seamless service execution.Financial Oversight: Manage budgets and resources effectively to maintain service quality within financial targets.RequirementsBachelor’s degree in Business Administration, IT, Engineering, or a related discipline.Minimum 5 years of experience in service delivery, operations management, or client services.Proven ability to manage complex service environments and deliver results in line with KPIs and SLAs.Fluency in both Dutch and English (spoken and written) is mandatory.Strong leadership, interpersonal, and stakeholder management skills.Excellent problem-solving and organizational abilities.Experience with ITIL, CRM/ERP systems (e.g., Salesforce, D365), or service management tools is preferred.