Senior IT Service Delivery Manager – ITIL

Responsibilities

• Manage the quality, performance, and continuous improvement of IT services within a complex and business-critical environment.
• Act as the central point of contact between business units, internal application teams, and external technology vendors.
• Ensure that agreed SLAs and OLAs are consistently met to maintain high application availability.
• Identify and address risks, structural deficiencies, and problems through proactive service monitoring and operational management.
• Lead complex service management escalations by managing diverse stakeholders and technical complexities.
• Facilitate consensus building across business and IT teams to align service delivery with operational requirements.

Requirements

• 15+ years of professional experience within the IT sector.
• 8+ years in strategic and tactical service management within large-scale organizations, including the management of external offshore teams.
• 5+ years of experience in the domain of Application Performance Management (APM).
• 5+ years of experience working within the public or semi-public sector.
• You possess a valid ITIL V4 certification.
• You bring relevant experience in monitoring, reporting, and performance management methodologies.
• You're proficient in service management and collaboration tools such as ServiceNow, Jira, and Confluence.
• You possess the ability to navigate complex organizational structures and build consensus among diverse stakeholders.
• You are fluent in English, French, and Dutch.

Nice to Haves

• Demonstrated expertise in managing high-impact business escalations.