Senior IT Service Delivery Manager: APM & SLA Expert

Pauwels Consulting; Brussel; Sur place; EUR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Open to permanent or freelance

Onsite in Brussels

Résumé du poste

Pauwels Consulting is seeking an experienced Senior IT Service Delivery Manager to oversee the application performance landscape in Brussels. The role is responsible for end-to-end service quality and improvement, serving as the primary link between business stakeholders, internal IT teams, and external vendors.

You will ensure that SLAs/OLAs are met, address risks proactively, and lead escalations while aligning IT delivery with operational needs in a complex environment.

Qualifications

• 15+ years of professional IT experience.
• 8+ years in strategic and tactical service management in large organizations, including offshore teams.
• 5+ years in Application Performance Management (APM).
• 5+ years in the public or semi-public sector.
• ITIL V4 certification.
• Experience with monitoring, reporting, and performance management methodologies.
• Proficient with ServiceNow, Jira, and Confluence.

Responsabilités

• Manage the quality, performance, and continuous improvement of IT services in a complex environment.
• Act as the central contact between business units, internal application teams, and external vendors.
• Ensure SLAs and OLAs are consistently met to maintain high application availability.
• Identify risks and defects through proactive service monitoring and operational management.
• Lead complex service management escalations with diverse stakeholders.
• Facilitate consensus across business and IT teams to align service delivery with requirements.

Connaissances

Leadership

Stakeholder management

Problem solving

Communication

Outils

ServiceNow

Jira

Confluence

Description du poste

Pauwels Consulting is seeking an experienced Senior IT Service Delivery Manager to oversee the application performance landscape in Brussels. The role is responsible for end-to-end service quality and improvement, serving as the primary link between business stakeholders, internal IT teams, and external vendors.

You will ensure that SLAs/OLAs are met, address risks proactively, and lead escalations while aligning IT delivery with operational needs in a complex environment.