Job | Service Delivery Manager Infrastructure, Operations

Job | Service Delivery Manager Infrastructure, Operations & Service Management | Brussels

ERGO is one of the major insurance groups in Germany and Europe. Worldwide, the Group is represented in around 26 countries and concentrates on Europe and Asia. In its home market of Germany, ERGO ranks among the leading providers across all segments.

At ERGO Insurance Belgium, we are looking for an experienced Service Delivery Manager Infrastructure, Operations & Service Management (SDM I&O&SM) to play a key role within our IT organization. In this senior position, you will ensure the delivery of high-quality outsourced IT services, acting as the primary operational link between ERGO Insurance Belgium and our external service providers, primarily within the Munich Re Group.

You will combine strong technical expertise with excellent stakeholder management, vendor governance, and a continuous improvement mindset to ensure stable, resilient, and business-focused IT services.

What the Key Tasks Look Like

As Service Delivery Manager, you will be responsible for overseeing the performance, governance, and evolution of infrastructure and operational IT services. You will work closely with internal IT teams, business stakeholders, and external providers to ensure services meet contractual commitments, business expectations, and regulatory requirements.

More concretely, your key responsibilities will be:

• Business Alignment & Stakeholder Management
  • Act as the bridge between business needs and service provider capabilities.
  • Build strong relationships with local business and IT management.
  • Communicate proactively on service performance, risks, and upcoming changes.
  • Support planning, prioritization, and alignment of service enhancements.
  • Represent Infrastructure & Operations within CIO Management Team discussions and contribute to cross-domain decision-making.
• Service Performance Management
  • Monitor and manage SLA performance and contractual commitments.
  • Review service reports and ensure service quality meets business expectations.
  • Identify, coordinate, and resolve service delivery issues.
  • Maintain accurate service documentation, operational processes, and performance metrics.
  • Ensure service continuity, resilience, and compliance with operational risk requirements.
• Serve as the primary operational contact for external service providers.
• Build and maintain strong, trust-based partnerships with suppliers.
• Lead service review meetings and follow up on improvement initiatives.
• Manage escalations effectively and ensure timely resolution.
• Support contract optimization and service improvements where needed.
• Ensure adherence to Group sourcing and supplier management policies.
• Drive initiatives that improve service quality, efficiency, and customer satisfaction.
• Promote and align processes with ITIL best practices, including Incident, Problem, Change, Release, and Service Design Management.
• Benchmark services against Group standards and industry best practices.
• Support the transition of new and enhanced services into operations.
• Represent Belgian business and regulatory requirements within Group Technology discussions.
• Build and maintain a strong network across international stakeholders and Group teams.
• Participate in international working groups and contribute expertise to strategic initiatives.
• Ensure compliance with Belgian regulatory frameworks, including NBB and DORA requirements.
• Local People Management Responsibilities
  • Act as Administrative Manager for the Brussels-based Infrastructure & Operations team.
  • Support employee wellbeing, workload management, onboarding, and HR-related processes.
  • Facilitate alignment between local employees and Group functional reporting lines.
  • Contribute to career development and team engagement initiatives.

Required Skills and Competences

• Minimum 5 years of experience in IT Service Management, Vendor Management, or a similar operational IT leadership role.
• You are a fluent communicator in English towards both internal and external stakeholders (ERGO Group, Germany), and are able to manage both effectively. Knowledge of Dutch and/or French is considered an advantage.
• You have experience working with outsourced, offshore, and/or nearshore service providers, and extensive expertise in IT infrastructure, operations, or service management.
• You have a strong understanding of governance, compliance, and service management principles, and knowledge of Belgian regulatory requirements impacting IT services.
• Proven ability to prioritize effectively