ICT Service Delivery Manager
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Job description
You are responsible for the performance of end-user support, ensuring SLAs are met and user satisfaction is continuously improved.
You drive structure and clarity by improving processes, sharpening communication and setting the right priorities in a complex environment.
Acting as the key interface between business and IT, you align priorities and translate business needs into clear actions for your team.
You define and drive the roadmap for workplace and collaboration tools, focusing on simplification, automation and improved user experience.
You strengthen digital adoption by introducing self-service solutions and increasing user knowledge through training initiatives.
External vendors and outsourcing partners are managed closely to ensure quality, cost-efficiency and reliable delivery.
Profile
To be able to achieve the above and be successful in this role we believe you need to have:
A Master’s degree in ICT, Engineering, Applied Economics or a related fieldAround 5–10 years of experience in service delivery, workplace management or a similar role within a large, international environmentProven experience in people management, ideally managing team leads or working with virtual/international teamsGood understanding of ITIL processes and a strong focus on process improvement and service qualityExperience in stakeholder and vendor management in a complex organizationA structured and organized mindset, with the ability to manage multiple priorities and bring clarity in a fast-changing environmentStrong communication skills, with the ability to act as a bridge between business and ITFluency in Dutch and English is required; French is a plus-
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