Service Delivery Manager

Damovo delivers professional services and technology solutions that help organisations communicate, collaborate and operate more effectively. We work closely with our customers to provide reliable, high-quality ICT services and build long-term partnerships based on trust, accountability and continuous improvement. As a Service Delivery Manager (m/f/x) at Damovo Belgium, you will be responsible for ensuring the effective delivery and ongoing management of services for our customers. You will act as a key point of contact for service-related matters, building strong customer relationships and ensuring that agreed service levels, contractual commitments and customer expectations are consistently met. This role requires a strong understanding of the local Belgian customer environment, excellent stakeholder management skills and the ability to connect operational delivery with customer and business needs.

Key Responsibilities
• Take ownership of the delivery and performance of contracted services, ensuring alignment with agreed service levels, contractual obligations and customer expectations
• Build and maintain strong relationships with customer stakeholders, acting as a trusted point of contact for service delivery matters
• Monitor service performance, identify potential risks and proactively address issues that could affect service quality or customer satisfaction
• Manage service-related escalations, ensuring clear communication, appropriate prioritisation and effective follow-up through to resolution
• Ensure service delivery processes are followed and that service commitments are consistently met
• Development of customer relationships and underlying contracts at commercial level
• Work closely with Account Managers to support customer retention, strengthen relationships and identify opportunities to improve the overall customer experience Experience and Skills we value
• Proven experience in service delivery management, IT service management or a similar customer-facing role within an ICT, telecommunications or managed services environment
• Professional certification in ITIL (Information Technology Infrastructure Library)
• Experience managing customer relationships and coordinating service delivery across multiple technical and operational teams
• Good understanding of service level agreements (SLAs), service performance reporting, incident and escalation management, and continuous improvement
• Strong stakeholder management and communication skills, with the confidence to engage with both operational teams and senior customer representatives
• Ability to analyse service performance data, identify trends and translate findings into practical actions
• Strong network in the Belgian ICT environment, with the ability to build and maintain close relationships with local stakeholders
• Professional proficiency in Dutch and French, with a good command of English, depending on the language requirements of the customer portfolio
• You must be eligible for EU Security Clearance (at least 5 years of EU nationality in required)

What We Offer
• The opportunity to take ownership of service delivery and make a tangible impact on customer satisfaction
• A collaborative working environment with experienced colleagues across service delivery, technical operations and account management
• The opportunity to contribute to service improvement and the development of long-term customer partnerships
• A role within an international ICT services organisation with opportunities to develop your expertise and professional network