IT Service Delivery Manager

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

What you will do

• Own the delivery and continuous improvement of IT services in line with contractual commitments and agreed SLAs.
• Act as a trusted operational contact for customers and build strong, long-term relationships.
• Monitor SLA/KPI performance, analyse deviations and coordinate corrective actions.
• Prepare and lead service reviews and translate service reporting into concrete improvement initiatives.
• Identify customer needs and work with internal technical and commercial teams to shape appropriate solutions.
• Contribute to the definition and evolution of services, including service models, responsibilities, service levels and contractual commitments.
• Coordinate and support ITIL processes including Incident, Problem and Change Management.
• Challenge and coordinate technical teams across infrastructure and application environments.
• Manage escalations and customer complaints through to resolution.
• Support projects and service transitions, ensuring new or changed services are operationally ready.
• Drive a structured approach to service quality, customer satisfaction and continuous improvement.

What you bring

• 5+ years of experience in IT Service Delivery, Service Management or a comparable customer-facing IT role.
• Proven experience managing SLA/KPI performance, service reporting and continuous improvement.
• Strong understanding of ITIL/ITSM principles and processes.
• Solid understanding of enterprise IT infrastructure, such as servers, operating systems, virtualisation, storage, databases and web technologies.
• Experience coordinating technical teams and multiple stakeholders in a complex IT environment.
• Previous experience in IT project management or service transition.
• Strong analytical, organisational and problem-solving skills.
• Excellent communication and stakeholder-management abilities, with the confidence to operate across technical, customer and commercial environments.
• Professional fluency in French, Dutch and English.
• Bachelor’s or Master’s degree in IT, business, management or equivalent professional experience.
• ITIL, ISO 20000 or another relevant Service Management certification is an advantage.