Service Delivery Manager

Why SoftwareOne?

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

The role

• Do you thrive in a role where you act as the trusted advisor to customers and take accountability for service performance and customer outcomes?
• Do you enjoy balancing customer satisfaction, service excellence, continuous improvement, and commercial success while coordinating multiple stakeholders?
• Would you like to be part of a collaborative international team that values ownership, development, and knowledge sharing?

Practical Information:

Location: Brussels, BE | Reports to: Team Lead - Services Success Manager | Work Arrangement: Hybrid | Visa Requirements: Valid working visa for Belgium | Language Requirements: Professional level English, Dutch and/or French both written and verbal

As our Service Delivery Manager,

you will take end-to-end ownership of service delivery, ensuring high levels of quality, performance, and customer satisfaction. As the primary point of contact for your customers, you will build trusted relationships, proactively resolve challenges, align services with business needs, and identify opportunities for growth, acting as the bridge between customers and delivery teams to ensure consistently excellent service.

Key Responsibilities

• Customer Satisfaction & Customer Relationship: Own customer satisfaction outcomes, act as a trusted advisor across all stakeholder levels, and proactively address feedback and service concerns
• Service Delivery Oversight: Ensure contracted services are delivered in line with agreed scope, quality standards, SLAs, and governance frameworks
• Performance Management & Reporting: Monitor service performance, analyze trends, and lead service reviews with clear reporting, actions, and accountability
• Issue Resolution & Risk Management: Lead major incidents, escalations, and risk management activities to ensure service continuity and customer confidence
• Continual Service Improvement: Drive continuous improvement initiatives, process optimization, and automation to enhance service quality and efficiency
• Commercial & Contract Management: Manage service financials, contractual compliance, SLAs, and commercial performance while protecting profitability
• Strategic Planning & Growth: Align services with customer business goals and identify opportunities for service expansion, renewals, and growth
• Team Collaboration: Coordinate delivery teams and partners, remove obstacles, and foster a culture of accountability and continuous improvement

What we need to see from you

• Proven experience in Service Delivery Management, with end-to-end ownership of service quality, performance, and customer outcomes in a customer-facing IT environment
• Excellent communication, stakeholder management, and relationship-building skills, with the confidence to lead challenging conversations and engage effectively at all levels of a customer organization
• Strong listening, questioning, and consultative skills, with the ability to identify business challenges and translate customer needs into valuable solutions
• A structured and detail-oriented approach, capable of managing multiple priorities, stakeholders, and deliverables while maintaining control and quality
• Deep understanding of the core service portfolio and how it aligns with customer business needs and objectives
• Bachelor's degree (HBO) or higher, combined with substantial experience in IT service delivery, customer success, or a similar customer-facing role
• A proactive, accountable, and results-oriented mindset, with a commitment to continuous learning and development in a dynamic environment

Qualifications

• ITIL Foundation certification, with a solid understanding of IT service management principles and best practices
• ITIL Service Management certification (Intermedia