Global Service Delivery Leader — Flexible Work

Sopra Steria; Brussel Hoofdstad; Hybride; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Company car or mobility budget

Laptop, phone & phone subscription

Competitive salary

Indefinite contract

Sopra Steria Academy training

Résumé du poste

Sopra Steria is seeking a Service Delivery Manager to nurture customer relationships and ensure high-quality service delivery aligned with SLAs. The role focuses on defining and monitoring SLAs, driving automation, and optimizing resource use.

You will be the main liaison between customers and operations, manage accounts, oversee invoicing, and ensure ITIL-compliant processes, CSI initiatives, and risk management across projects up to ~100 days. Multilingual English, Dutch, and French required.

Qualifications

• Master’s degree in a relevant field or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager.
• Knowledge of Application Management and ITIL v4 certification.
• Strong commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills.
• Customer-oriented mindset with strong commitment.
• Ability to think conceptually while maintaining pragmatism.
• Knowledge of Agile or project management methodologies.

Responsabilités

• Act as the primary liaison between customers and operational teams, representing customer interests internally.
• Manage operational accounts, review tickets and requests, ensuring alignment with customer expectations.
• Prepare and validate monthly Service Level Reports and present them during steering committee meetings.
• Report risks, issues, and opportunities to internal stakeholders.
• Oversee invoicing processes and follow up on payments.
• Ensure service delivery aligns with ITIL processes and contractual agreements.
• Drive CSI initiatives to improve efficiency and quality.
• Manage risks across operations, finances, and projects.
• Coordinate resolution for critical incidents, including outside business hours.
• Support pre-sales activities by validating service offers with sales teams.

Connaissances

Master’s degree in a relevant field

Experience as a (technical) Service

Knowledge of Application Management

Commercial skills and proposal writing

Written and verbal communication

Customer-oriented mindset

Conceptual thinking with pragmatism

ITIL v4 certification

Agile/project management knowledge

Multilingual communication (EN)

Problem solving and organization

Formation

Master’s degree in a relevant field

Outils

ITIL v4 framework

Description du poste

Sopra Steria is seeking a Service Delivery Manager to nurture customer relationships and ensure high-quality service delivery aligned with SLAs. The role focuses on defining and monitoring SLAs, driving automation, and optimizing resource use.

You will be the main liaison between customers and operations, manage accounts, oversee invoicing, and ensure ITIL-compliant processes, CSI initiatives, and risk management across projects up to ~100 days. Multilingual English, Dutch, and French required.