Service Delivery Manager

As a Service Delivery Manager, you are crucial for the daily success of our service delivery. You ensure that services run smoothly, problems are resolved quickly, and teams are perfectly aligned. Your role involves coordination, clear communication, and driving continuous improvement in both operational and governance areas. You are ultimately responsible for the quality, continuity, and customer satisfaction of our services, acting as a link between the client, delivery teams, and internal stakeholders, monitoring agreed performance, costs, and improvement objectives.

Must Have

• Handle escalations and ensure timely follow-up and adequate solutions.
• Lead weekly internal and technical stand-ups to align teams.
• Prepare and lead periodic review meetings.
• Coordinate capacity planning within the delivery team.
• Manage out-of-scope requests and ensure approval workflow.
• Maintain access rights and permissions for operational tools and platforms.
• Maintain and improve the service governance model.
• Identify opportunities to improve services, processes, and collaboration.
• Conduct periodic customer satisfaction surveys and follow up on improvement actions.
• Demonstrable experience as Service Delivery Manager or in a similar role.
• Experience with managing and monitoring SLAs.
• Knowledge of Project Management or Project Support.
• Proven ability to lead, motivate, and align teams.
• A proactive, solution-oriented attitude and ability to prioritize under pressure.
• Strong communication skills in both Dutch and English.

Good to Have

• Global, functional knowledge of cloud/infrastructure platforms such as Azure, AWS or GCP.
• Experience with MSP projects, both nearshore and offshore.
• Knowledge of service management methodologies (e.g., ITIL).

Perks & Benefits

• Excellent primary and secondary employment conditions.
• Work week of 40 hours, 36 hours is also negotiable.
• Many development opportunities.
• A clear career perspective where individual development is central.
• A lease car arrangement or a generous mobility allowance.
• Bonus system.
• Extensive knowledge sharing and expert groups that meet regularly.
• Fixed internet allowance.
• Pension scheme.
• Open and accessible culture.

Company Description

We are an A.I. driven tech-consultancy company with technology in our DNA. We have been helping our clients with their digital transformation for over 30 years, first from the internet to the cloud and now to A.I.

With more than 11,000 consultants in 25 countries in EMEA, we help our clients with their digital challenges in Cloud, A.I., Cybersecurity, data, platform, and applications. Our clients are large companies and public administrations, and we are a human-sized company. We are large enough to manage large projects, but also flexible and agile enough to adapt in smaller environments.

We are partners of AWS, Microsoft, Google and ServiceNow, Atlassian and of course Elastic. We are organized in 'pillars' that are linked to our partners. In addition to these permanent partners, we also have local expertise pillars such as I-Tech and Public Consulting.

You will be part of a group of tech specialists in a culture where everyone, from smart talents to experienced rockstars, is encouraged to continuously innovate and develop. We are a community that is proud of who you are and helps you to become who you want to be. Our dietary restrictions: we are allergic to unnecessary hierarchies and excessive processes. At Devoteam, the only constant is change.

Job Description

As a Service Delivery Manager, you are crucial for the daily success of our service delivery. You ensure that services run smoothly, problems are resolved quickly, and teams are perfectly aligned. Your role includes a combination of coordination, clear communication, and stimulating continuous improvement in both operational and governance areas. As Service Delivery Manager, you are ultimately responsible for the quality, continuity, and customer satisfaction of our services. You act as a link between the client, delivery teams, and internal stakeholders and monitor the agreed performance, costs, and improvement objectives.

Your responsibilities include:

Coordination & Communication:

• Handling escalations and ensuring timely follow-up and adequate solutions.
• Leading weekly internal and technical stand-ups to keep teams aligned.
• Preparing and leading periodic review meetings.
• Forwarding new opportunities and requests to the relevant business or presales teams.

Operational Management:

• Coordinating capacity planning within the delivery team.
• Managing out-of-scope requests and ensuring an up-to-date approval workflow.
• Maintaining access rights and permissions for crucial operational tools and platforms.

Governance & Improvement:

• Maintaining and improving the service governance model.
• Identifying opportunities to improve services, processes, and collaboration.
• Performing periodic customer satisfaction surveys and following up on improvement actions.

Job Requirements

• Demonstrable experience as Service Delivery Manager or in a similar role, preferably within IT service delivery or consultancy.
• Experience with managing and monitoring SLAs.
• Global, functional knowledge of cloud/infrastructure platforms such as Azure, AWS or GCP is a plus.
• Knowledge of Project Management or Project Support.
• Preferably experience with MSP projects, both nearshore and offshore.
• Proven ability to lead, motivate, and align teams.
• A proactive, solution-oriented attitude and the ability to prioritize under pressure.
• Knowledge of service management methodologies (e.g., ITIL is a plus).
• Strong communication skills in both Dutch and English.

Additional Information

We want to make you a good offer that matches the expertise and experience you bring. Our employment conditions package includes, among other things:

• Excellent primary and secondary employment conditions.
• Work week of 40 hours, 36 hours is also negotiable.
• Many development opportunities.
• A clear career perspective where individual development is central.
• A lease car arrangement or a generous mobility allowance.
• Bonus system.
• Extensive knowledge sharing and expert groups that meet regularly.
• Fixed internet allowance.
• Pension scheme.
• We look forward to welcoming you to our open and accessible culture.

**Click on apply and get in touch with Devoteam.

Questions about the vacancy? Please contact Masoud Djonbesh via nl.recruitment@devoteam.com or call 06-34698419.**

A background check using publicly accessible information and business social media, can be part of the hiring process.

Job Location

Google Maps requires functional cookies to be enabled