IT Service Delivery Manager

Il y a 5 heures

Liège, Wallonia, Belgique NEBIRU Temps plein

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Looking to start a new challenge as a freelancer? Get in touch now.

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

What you will do

Own the delivery and continuous improvement of IT services in line with contractual commitments and agreed SLAs.
Act as a trusted operational contact for customers and build strong, long-term relationships.
Monitor SLA/KPI performance, analyse deviations and coordinate corrective actions.
Prepare and lead service reviews and translate service reporting into concrete improvement initiatives.
Identify customer needs and work with internal technical and commercial teams to shape appropriate solutions.
Contribute to the definition and evolution of services, including service models, responsibilities, service levels and contractual commitments.
Coordinate and support ITIL processes including Incident, Problem and Change Management.
Challenge and coordinate technical teams across infrastructure and application environments.
Manage escalations and customer complaints through to resolution.
Support projects and service transitions, ensuring new or changed services are operationally ready.
Drive a structured approach to service quality, customer satisfaction and continuous improvement.

What you bring

5+ years of experience in IT Service Delivery, Service Management or a comparable customer-facing IT role.
Proven experience managing SLA/KPI performance, service reporting and continuous improvement.
Strong understanding of ITIL/ITSM principles and processes.
Solid understanding of enterprise IT infrastructure, such as servers, operating systems, virtualisation, storage, databases and web technologies.
Experience coordinating technical teams and multiple stakeholders in a complex IT environment.
Previous experience in IT project management or service transition.
Strong analytical, organisational and problem-solving skills.
Excellent communication and stakeholder-management abilities, with the confidence to operate across technical, customer and commercial environments.
Professional fluency in French, Dutch and English.
Bachelor’s or Master’s degree in IT, business, management or equivalent professional experience.
ITIL, ISO 20000 or another relevant Service Management certification is an advantage.

Interested? Apply immediately

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