Service Delivery Manager

ph3Why SoftwareOne? /h3 /brpSoftwareOne 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. /p /brpOur 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. /p /brpJoin a global team where you can build your skills, work with leading technologies, and make a real impact for our customers. /p /brh3The role /h3 /brul /brliDo you thrive in a role where you act as the trusted advisor to customers and take accountability for service performance and customer outcomes? /li /brliDo you enjoy balancing customer satisfaction, service excellence, continuous improvement, and commercial success while coordinating multiple stakeholders? /li /brliWould you like to be part of a collaborative international team that values ownership, development, and knowledge sharing? /li /br /ul /brh3Practical Information: /h3 /brpLocation: bBrussels, BE /b | Reports to: bTeam Lead
- Services Success Manager /b | Work Arrangement: bHybrid /b | Visa

Requirements:
bValid working visa for Belgium /b | Language

Requirements:
bProfessional level English /b, bDutch /b and/or bFrench /b both written and verbal /p /brh3As our Service Delivery Manager, /h3 /brpyou 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. /p /brh3Key Responsibilities /h3 /brul /brlibCustomer Satisfaction Customer Relationship: /b Own customer satisfaction outcomes, act as a trusted advisor across all stakeholder levels, and proactively address feedback and service concerns /li /brlibService Delivery Oversight: /b Ensure contracted services are delivered in line with agreed scope, quality standards, SLAs, and governance frameworks /li /brlibPerformance Management Reporting: /b Monitor service performance, analyze trends, and lead service reviews with clear reporting, actions, and accountability /li /brlibIssue Resolution Risk Management: /b Lead major incidents, escalations, and risk management activities to ensure service continuity and customer confidence /li /brlibContinual Service Improvement: /b Drive continuous improvement initiatives, process optimization, and automation to enhance service quality and efficiency /li /brlibCommercial Contract Management: /b Manage service financials, contractual compliance, SLAs, and commercial performance while protecting profitability /li /brlibStrategic Planning Growth: /b Align services with customer business goals and identify opportunities for service expansion, renewals, and growth /li /brlibTeam Collaboration: /b Coordinate delivery teams and partners, remove obstacles, and foster a culture of accountability and continuous improvement /li /br /ul /brh3What we need to see from you /h3 /brul /brliProven experience in Service Delivery Management, with end-to-end ownership of service quality, performance, and customer outcomes in a customer-facing IT environment /li /brliExcellent communication, stakeholder management, and relationship-building skills, with the confidence to lead challenging conversations and engage effectively at all levels of a customer organization /li /brliStrong listening, questioning, and consultative skills, with the ability to identify business challenges and translate customer needs into valuable solutions /li /brliA structured and detail-oriented approach, capable of managing multiple priorities, stakeholders, and deliverables while maintaining control and quality /li /brliDeep understanding of the core service portfolio and how it aligns with customer business needs and objectives /li /brliBachelor's degree (HBO) or higher, combined with substantial experience in IT service delivery, customer success, or a similar customer-facing role /li /brliA proactive, accountable, and results-oriented mindset, with a commitment to continuous learning and development in a dynamic environment /li /br /ul /brh3Qualifications /h3 /brul /brliITIL Foundation certification, with a solid understanding of IT service management principles and best practices /li /brliITIL Service Management certification (Intermediate/Practitioner level) is preferred /li /brliPRINCE2 Foundation certification or familiarity with structured project delivery methodologies is an advantage /li /br /ul /brh3What

we offer
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