IT Service Delivery Manager

The IT Service Delivery Manager sees to the governance and oversight of services delivered to customers, ensuring their alignment to pre-agreed SLA/KPI, meeting customers’ expectations and adding value to our Business Unit (BU).

The role has specific accountability for managing BU day-to-day delivery of all IT Services, as well as the delivery of projects by the vendor to the BU. Additionally, Continuous Service Improvement (CSI), support to the management and closure within agreed timelines for risk/audit activities are part and parcel of the main responsibilities for the Service Delivery Manager.

The Service Delivery Manager shall develop and maintain a customer-centric relationship with vendors, internal functions and local IT departments, facilitating synergies with shared services when necessary.

The role is part of a virtual “community” of Service Delivery Managers who have specific accountability for governance and oversight within their individual Functions or BUs, as well as collective responsibility to improve and optimise services across shared services and local BUs.

Your responsibilities

As IT Service Delivery Manager your responsibilities will include:

• Managing the local IT Service Management activities (local audit/risk management, local service transition, IAM controls, reporting).
• Cascading and implementing the central governance for Service Management at local level to ensure high quality standards in service delivery, aligned to the needs and goals of customers.
• Facilitating the adoption of all IT services processes at local level, in line with the governance and oversight of all key IT processes in Shared Services (e.g. Incident/Request/Problem/Change etc.).
• Ensuring the monitoring of IT Services delivered to local BU through the Shared Services Center, and the providers, and facilitating the connection between various stakeholders intervening at local and central level.
• Overseeing the delivery of projects executed by the providers directly to the BU.
• Building and maintaining strong relationships with customers with regular service reviews and two-way collaboration.
• Building relationship with Risk and Audit ensuring that Risk and Audit items are tracked to closure.
• Creating and delivering transparent and high quality reportings on Service Delivery, SLA/KPI/KRI compliance and budget follow-up.
• Managing the customer satisfaction index. Develop and implement tools to measure customer satisfaction e.g. CSAT survey.
• Governing the CSI register at local level. Governance and oversight of CSI initiatives ensuring that they are completed and value realised by the Business.
• Seeking simplicity by removing unnecessary steps and complexity and by making sure expectations are understood.
• Anticipating internal and/or external business challenges and/or regulatory issues and recommend solutions.
• Understanding and resolving operations governance challenges and periodically escalate identified risks and/or potential issues affecting performance or strategic partnership goals.

Your profile

• You have a Master degree or the equivalent experience.
• You have at least 5 years of experience in Service Delivery Management with demonstrable experience coordinating IT Services Delivery activities.
• You have excellent knowledge and strong presentation skills of English and a very good command of French or Dutch.
• Certified or trained in ITIL/Lean/Agile is an advantage.
• You have experience in defining, reviewing and following a budget.
• You are able to develop a strong CSI programme by engaging service owner and service recipients.
• You interact effectively with internal and external business partners to create trusted partnerships and strong relationships, with a proactive attitude including strong delivery and service ethic.
• You have a strong process ownership and optimisation experience. You are able to recognise and optimise workflow issues..
• You have a strategic mindset and a capacity to design for the future. You can easily step back to have a helicopter view.
• You are solutions-oriented and are always looking for improvement.
• You are independent and quick to take the initiative.
• You are resilient and able to deal with unforeseen events.
• You have an eye for detail and precision.

Good reasons to join us.

• An open-ended employment contract.
• A company on a human scale within a dynamic group where you can rapidly make an impact.
• Accessible management close to staff and a pleasant working environment.
• Many opportunities for development, thanks in particular to our Athora Academy.
• Balance between professional and private life with generous holidays (at least 39 days a year), flexible working hours and up to 3 days of teleworking a week.
• An attractive salary package plus various fringe benefits.
• Modern, bright offices conducive to collaboration.
• A central location in the Porte de Namur district, accessible by train and public transport and with parking facilities available if needed.
• Last but not least… a sunny terrace, after-work gatherings between colleagues, team-building activities, an annual staff day and many other events to discover… 😉

If you are looking for a friendly organisation with a human face and attach value to cooperation and helping one another, you have come to the right place.