Service Delivery Manager
HybridMaassluis, South Holland, The Netherlands
Job Summary
Take end-to-end ownership of one or more IT services to ensure they deliver value to the business. Define, maintain, and monitor Service Level Agreements, Operational Level Agreements, and service KPIs while leading service reviews to translate performance insights into concrete improvement initiatives. Bring together business stakeholders, IT teams, and suppliers to align priorities, manage service risks and dependencies, and safeguard continuity. Provide clear reporting on service performance and strategic roadmap decisions within a sustainable, innovative organization focused on agricultural robotics and global dairy farming solutions. *Note: This summary reflects the core operational duties and stakeholder management focus described in the key responsibilities section of the posting.*
Required Qualifications
- HBO or WO working and thinking level
- At least 5 years of experience within IT Service Management, preferably as a Service Delivery Manager, IT Service Manager, Service Owner or a comparable business-facing IT role
- ITIL Foundation certification and practical experience with ITIL-based service management processes
- Experience with SLA, OLA, KPI and service review frameworks
- Strong analytical skills and experience using service performance data, incident trends and customer feedback to drive improvements
- Experience managing stakeholders within complex organizations
- Understanding of IT governance, operational risk management, service continuity and compliance
- Knowledge of supplier management and contract governance
- Fluency in Dutch and English, both written and spoken
- Certificate of Conduct (VOG)
- Background/integrity check
Desired Qualifications
- Experience in an international organization
- Experience with ITSM tooling and service reporting dashboards
- Experience coaching colleagues and sharing knowledge within a service management team
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