Expert Service Delivery Manager – SIAM & ITIL

Pauwels Consulting; Evere; Hybride; EUR 72 000 - 108 000; Plein temps

Résumé du poste

Pauwels Consulting in Belgium is seeking an experienced Service Delivery Manager to own end-to-end IT service delivery within a defined domain for a prominent public sector organization. You will coordinate multiple internal and external providers, act as the main contact for service delivery follow-up, and drive stability through SLAs and KPIs.

The role requires 8+ years in ITSM and ITIL, 5+ years in governance and KPI monitoring, and strong Dutch, French and English language skills.

Qualifications

• 8+ years of IT Service Management (ITSM) experience.
• 5+ years in Service Delivery Management with KPI/SLA focus.
• 5+ years in multi-provider governance and coordination.
• 3+ years of SIAM experience in service delivery.
• Experience in Escalation and Risk Management within service delivery.

Responsabilités

• Manage end-to-end service delivery within the assigned domain.
• Act as primary contact for service delivery follow-up with stakeholders.
• Coordinate collaboration between internal and external service providers.
• Monitor service levels, risks, issues, escalations for stability.
• Organize and chair service reviews and coordination boards.
• Track incidents, structural changes, and improvements from a service perspective.
• Provide regular reporting on service performance and SIAM governance.

Connaissances

ITSM

ITIL

Service Delivery

Governance

SIAM

Escalation Mgmt

Risk Mgmt

Service Reporting

Stakeholder mgmt

Public sector

Languages

Description du poste

Our client, a prominent organization in the public sector, is looking for a professional to take on end-to-end responsibility for service delivery within a specific functional or technical domain. This role acts as a central point of contact, ensuring stable and result-oriented collaboration between various internal and external service providers.

• 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.
• Organise 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.

• 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.

• Start date: ASAP
• Duration: 8 months (until 30/04/2027)
• Work regime: Full-time
• Location: Evere
• Working model: Hybrid
• Contract: open to both permanent employees and freelancers.