Service Delivery Manager - IT Support

Service Delivery Manager - IT Support

Netcompany-Intrasoft

Brussels, Belgium

Job Description

So, what are the main duties of a Service Delivery Manager in Netcompany-Intrasoft?

We are seeking a motivated and experienced Service Delivery Manager to oversee the delivery and support of one of our application services. This mid-level role involves managing application support operations, ensuring customer satisfaction, and maintaining service delivery standards. The ideal candidate will act as a bridge between technical teams and business stakeholders, driving continuous improvement in service delivery, aligning support operations with business objectives and emerging technologies, and growing the service.

As a Service Delivery Manager, you will:

• Manage end-to-end service delivery for application support, ensuring compliance with agreed quality, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs);
• Continuously evaluate existing support processes and identify opportunities for automation, optimization, and service growth;
• Evaluate contract and project risks, identify, and execute risk mitigation actions;
• Address escalations promptly and professionally, ensuring swift resolution and client satisfaction;
• Foster a collaborative environment to drive efficiency and improve team performance;
• Lead and mentor the application support team, ensuring clear communication of goals and expectations;
• Act as a team leader, managing priorities and workload, setting objectives, and evaluating team members;
• Regularly communicate with stakeholders to report on service performance, quality, issues, improvements and provide consolidated management reporting;
• Plan and supervise the execution of quality reviews;
• Play a key role in add-on sales with Sales, Framework & Delivery Management team.

Qualifications

What would make you a fit for the role:

• University Degree and at least 5 years working experience as Service Delivery Manager;
• Practical knowledge of Service Management (ITIL) and Project Management (PRINCE2, PMP) methodologies, confirmed with relevant certifications;
• A successful experience in People Management;
• Able to work in a multicultural environment and as a part of a team;
• Analytical mind, systematic approach to problem-solving, and excellent decision-making abilities;
• Strong interpersonal and communication skills for managing diverse stakeholders;
• Ability to work under pressure and manage multiple priorities effectively;
• Fluency in English and French (verbal and written).

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