Service Delivery Manager – Belgium (Hybrid)

Service Delivery Manager

As a Service Delivery Manager you are the link between Belnet and its “High Profile” customers, i.e. strategic customers with specific needs. You are responsible for the operational quality, continuity and customer satisfaction of the services that Belnet provides to them. You act as the primary point of contact for customers regarding the operational delivery or modification of services and coordinate with internal and external stakeholders to adhere to the agreed Service Level Agreements (SLAs).

Core tasks

• Service coordination and monitoring: You monitor the agreed Service Level Agreements and ensure that operational performance (KPIs), such as lead time and quality, are achieved. You also monitor changes in the network very closely.
• Customer relations: You act as the central point of contact for customers and build sustainable customer relationships. This is done, among other things, through periodic consultation about the services provided and actively managing expectations.
• Supplier management: You coordinate with external suppliers and partners about service delivery and escalations.
• Governance: you build and implement sustainable governance. You form the bridge between customers, the build team and Belnet’s operational teams.
• Process optimization: You analyze the incidents, identify the bottlenecks and work to implement improvements.
• Reporting: You monitor performance and prepare periodic reports on the quality and performance of the services provided. You report these to both customers and internal management.

Profile

• You have at least 6 years of experience in IT Service Delivery Management in a government context, preferably the federal government.
• You have experience with ITIL processes (certification in ITIL v3/v4 is a plus).
• You have a good knowledge of project methodologies (such as PRINCE2).
• You have experience with stakeholder management at different levels, including customers and suppliers.
• You have an affinity with IT (network).
• You have strong organizational and planning skills where you can keep an overview and set priorities.
• You have excellent negotiation and networking skills to communicate with customers in a clear, diplomatic and effective manner.
• You can work with large amounts of data to spot trends and analyze structural problems.
• You can motivate and coach people and thus stimulate a culture of continuous feedback.
• You can communicate fluently in Dutch and French. You also master English.
• You can be deployed immediately.

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