Service Delivery Manager

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