Expert Service Delivery Manager – SIAM & ITIL

Responsibilities

• Manage end-to-end service delivery within the assigned functional or technical domain.
• Act as the primary point of contact for service delivery follow-up towards various stakeholders.
• Coordinate collaboration and synergy between multiple internal and external service providers.
• Monitor service levels, performance, risks, issues, and escalations to ensure stability.
• Organize and chair operational and tactical consultation meetings, such as service reviews and coordination boards.
• Track incidents, structural problems, changes, and improvement actions from a service perspective.
• Provide consistent reporting on service performance and contribute to the professionalization of SIAM processes.

Requirements

• You possess 8+ years of experience in IT Service Management and ITIL.
• You have 5+ years of experience in Service Delivery Management, specifically in KPI and SLA monitoring.
• You bring 5+ years of experience in Multi-provider governance and coordination.
• You have 3+ years of experience with SIAM (Service Integration and Management).
• You possess experience in Escalation Management and Risk Management within service delivery.
• You bring experience with Service Reporting and governance structures.
• You have experience working within a government or public sector environment.
• You are proactive, result-oriented, and possess strong stakeholder management skills.
• You have active knowledge of Dutch, French, and English.

Nice to Haves

• Willingness to obtain additional certifications in service integration.