Service Delivery Manager

Get AI-powered advice on this job and more exclusive features. Sopra Steria offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. Successfully so With more than 56,000 colleagues in 30 countries, we rank as Europe’s leading digital solutions provider. Some of the most successful companies in Europe rely on our technology due to our commitment to innovation, collaboration, and value in business development. The world is how we shape it. Let’s shape it together. Job Description The Service Delivery Manager is a business relationship manager. You would be responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), driving operational automation, and optimizing the utilization of technical and human resources. The SDM also identify new technical and business opportunities to expand the scope of managed services. Key Responsibilities Include Acting as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities. Managing operational accounts, reviewing tickets and requests, and ensuring alignment with customer expectations. Preparing and validating monthly Service Level Reports and presenting them during steering committee meetings. Reporting risks, issues, and business opportunities to internal stakeholders. Overseeing invoicing processes, ensuring accuracy and timely payment follow-up. Ensuring service delivery in compliance with contractual agreements and ITIL processes. Driving Continuous Service Improvement (CSI) initiatives to enhance efficiency and quality. Managing risks—operational, financial, and project-related. Handling critical incidents (including outside business hours) and coordinating resolution efforts. Managing change requests and small to medium-sized projects (up to approximately 100 days), including planning, cost estimation, and P&L accountability. Supporting pre-sales activities by validating service offers and accompanying sales teams when needed. Qualifications Master's degree in a relevant field (e.g., commercial/civil engineering, computer science) or equivalent professional experience. Strong pre-sales and commercial skills, including consultative selling and proposal writing. Excellent written and verbal communication and presentation skills. Language proficiency: Fluent in French, English and Dutch fluency required. Customer-oriented mindset with a strong sense of commitment. Ability to think conceptually while maintaining a pragmatic approach. ITIL v4 certification or equivalent. Knowledge of Agile or other project management methodologies. Assertive communication style and adaptability to different audiences. Strong organizational and problem-solving skills. As a member of one of Europe’s largest digital solutions providers, you’ll benefit from extensive career development opportunities, both local and international. At the Sopra Steria Academy, you’ll be part of a dynamic network of 56,000 professionals at all stages of their careers. With a wide array of offices to explore, you can find your ideal location and take the next step in your career. Sopra Steria is implementing the tools of the future today at the world’s largest businesses across industry and financial services. By being bold together, our professionals are changing how business is done. We Offer a Generous Employee Benefits Package That Includes Access to our Sopra Steria training and personal development academy A company car lease or mobility budget A company laptop and phone Private health insurance coverage Meal vouchers Social security and pension plan A competitive salary 26 holiday days Ready to take the next step? We’re here to support you all the way and we are looking forward to you application Pending a successful application, we’ll be in touch with further steps in the application process. Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences. #J-18808-Ljbffr