ICT Service Delivery Manager

In this role, you lead the end-user support and digital workplace services within our global ICT environment. You ensure high-quality, stable, and user-focused service delivery and combine strong people management with process excellence. By doing so, you continuously improve the workplace experience while aligning business needs with IT solutions.

Job description

• You lead and develop several team leads and specialists, ensuring strong ownership, accountability and continuous growth.
• 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.

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 field
• Around 5–10 years of experience in service delivery, workplace management or a similar role within a large, international environment
• Proven experience in people management, ideally managing team leads or working with virtual/international teams
• Good understanding of ITIL processes and a strong focus on process improvement and service quality
• Experience in stakeholder and vendor management in a complex organization
• A structured and organized mindset, with the ability to manage multiple priorities and bring clarity in a fast-changing environment
• Strong communication skills, with the ability to act as a bridge between business and IT
• Fluency in Dutch and English is required; French is a plus