Job | Service Delivery Manager Infrastructure, Operations

ph3Job | Service Delivery Manager Infrastructure, Operations Service Management | Brussels /h3 pERGO 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. /p pAt ERGO Insurance Belgium, we are looking for an experienced Service Delivery Manager Infrastructure, Operations Service Management (SDM IOSM) 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. /p pYou 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. /p h3What the Key Tasks Look Like /h3 pAs 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. /p h3More concretely, your

key responsibilities
will be: /h3 ul libBusiness Alignment Stakeholder Management /b ul liAct as the bridge between business needs and service provider capabilities. /li liBuild strong relationships with local business and IT management. /li liCommunicate proactively on service performance, risks, and upcoming changes. /li liSupport planning, prioritization, and alignment of service enhancements. /li liRepresent Infrastructure Operations within CIO Management Team discussions and contribute to cross-domain decision-making. /li /ul /li libService Performance Management /b ul liMonitor and manage SLA performance and contractual commitments. /li liReview service reports and ensure service quality meets business expectations. /li liIdentify, coordinate, and resolve service delivery issues. /li liMaintain accurate service documentation, operational processes, and performance metrics. /li liEnsure service continuity, resilience, and compliance with operational risk requirements. /li /ul /li liServe as the primary operational contact for external service providers. /li liBuild and maintain strong, trust-based partnerships with suppliers. /li liLead service review meetings and follow up on improvement initiatives. /li liManage escalations effectively and ensure timely resolution. /li liSupport contract optimization and service improvements where needed. /li liEnsure adherence to Group sourcing and supplier management policies. /li liDrive initiatives that improve service quality, efficiency, and customer satisfaction. /li liPromote and align processes with ITIL best practices, including Incident, Problem, Change, Release, and Service Design Management. /li liBenchmark services against Group standards and industry best practices. /li liSupport the transition of new and enhanced services into operations. /li liRepresent Belgian business and regulatory requirements within Group Technology discussions. /li liBuild and maintain a strong network across international stakeholders and Group teams. /li liParticipate in international working groups and contribute expertise to strategic initiatives. /li liEnsure compliance with Belgian regulatory frameworks, including NBB and DORA requirements. /li libLocal People Management Responsibilities /b ul liAct as Administrative Manager for the Brussels-based Infrastructure Operations team. /li liSupport employee wellbeing, workload management, onboarding, and HR-related processes. /li liFacilitate alignment between local employees and Group functional reporting lines. /li liContribute to career development and team engagement initiatives. /li /ul /li /ul h3Required Skills and Competences /h3 ul liMinimum b5 years of experience /b in bIT Service Management, Vendor Management /b, or a similar operational IT leadership role. /li liYou 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. /li liYou have experience working with outsourced, offshore, and/or nearshore service providers, and extensive expertise in IT infrastructure, operations, or service management. /li liYou have a strong understanding of governance, compliance, and service management principles, and knowledge of Belgian regulatory requirements impacting IT services. /li liProven ability to prioritize effectively and deliver against commitments, taking into consideration interests of both internal parties (ERGO Belgium) and external. /li liYou have excellent analytical and problem-