Service Delivery Manager
On-siteBrussels, Brussels Capital, Belgium or Gent, Flanders, Belgium
Job Summary
Act as primary point of contact for clients and own the service relationship while managing end-to-end service delivery, including running, improving, and governing services. Monitor and ensure SLA and KPI performance, ensure compliance with personal data, certification, and control frameworks, and lead service reviews with reporting via dashboards. Coordinate and resolve escalations and critical issues while managing planning, budgets, and financial performance. Drive continuous improvement initiatives and service roadmap execution across cross-functional onshore, nearshore, and offshore teams. Ensure effective knowledge transfer and service continuity.
Required Qualifications
- Proven experience in Service Delivery Management
- Strong client engagement and stakeholder management skills
- Experience managing service performance, SLAs, and escalations
- Ability to manage budgets, planning, and delivery governance
- Strong communication and leadership capabilities
- Experience working in distributed/global teams
- Fluent in English and Dutch
Desired Qualifications
- French is a strong plus
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