IT Service Delivery Lead: SLA & ITIL Expert

Nebiru; Luik; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Nebiru is seeking an experienced IT Service Delivery professional to own the delivery and continuous improvement of IT services for our Belgian clients. You will act as a trusted operational contact, monitor performance against SLAs, and drive improvements through service reviews and reporting.

You will coordinate across infrastructure and application teams, manage escalations, and support service transitions to ensure operational readiness while maintaining strong customer relationships and

Qualifications

• 5+ years in IT Service Delivery or ITSM
• Proven SLA/KPI performance management and reporting
• Solid ITIL/ITSM knowledge and service improvement
• Experience with enterprise IT infrastructure and web technologies
• Experience coordinating multiple stakeholders in complex IT environments
• Project management or service transition experience
• Strong analytical, organizational and problem-solving skills
• Excellent communication and stakeholder management across technical, customer and commercial areas
• Fluent in French, Dutch and English
• Bachelor's or Master's in IT, business, management or equivalent

Responsabilités

• Own delivery and continuous improvement of IT services per contractual commitments and SLAs.
• Act as trusted operational contact for customers and build long-term relationships.
• Monitor SLA/KPI performance, analyze deviations and coordinate corrective actions.
• Lead service reviews and translate reporting into concrete improvement initiatives.
• Identify customer needs and shape solutions with internal teams.
• Contribute to service models, levels and contractual commitments.
• Coordinate ITIL processes including Incident, Problem and Change Management.
• Coordinate technical teams across infrastructure and applications.
• Manage escalations and customer complaints through resolution.
• Support projects and service transitions ensuring operational readiness.
• Drive structured approaches to service quality and customer satisfaction.

Connaissances

IT Service Delivery

SLA KPI mgmt

ITIL/ITSM

IT infrastructure

Stakeholder coordination

Formation

Bachelor's or Master's in IT/Business

Description du poste

Nebiru is seeking an experienced IT Service Delivery professional to own the delivery and continuous improvement of IT services for our Belgian clients. You will act as a trusted operational contact, monitor performance against SLAs, and drive improvements through service reviews and reporting.

You will coordinate across infrastructure and application teams, manage escalations, and support service transitions to ensure operational readiness while maintaining strong customer relationships and