Senior IT Service Delivery Manager – ITIL

Pauwels Consulting; Anderlecht; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Pauwels Consulting seeks a Senior IT Service Delivery Manager to oversee the application performance landscape and end-to-end service quality. You will serve as the primary link between business stakeholders, internal IT teams, and external vendors, ensuring alignment with operational requirements.

The role requires 15+ years in IT, 8+ years in large-scale service management, and 5+ years in APM, with ITIL V4 certification.

Qualifications

• 15+ years of experience in IT.
• 8+ years in strategic/tactical service management in large orgs, incl. offshore teams.
• 5+ years in Application Performance Management (APM).
• 5+ years in public/semi-public sector.
• ITIL V4 certification.
• Experience in monitoring, reporting and performance management methodologies.
• Proficient with ServiceNow, Jira, Confluence.
• Ability to navigate complex orgs and build stakeholder consensus.
• Fluency in English, French and Dutch.

Responsabilités

• Oversee quality, performance and improvement of IT services in a complex env.
• Serve as central contact between business units, IT teams and external vendors.
• Ensure SLAs/OLAs are met to maintain high application availability.
• Identify risks/deficiencies and address them through proactive monitoring and ops management.
• Lead complex service management escalations with diverse stakeholders and tech complexity.
• Facilitate consensus across business and IT to align service delivery with operations.

Outils

ServiceNow

Jira

Confluence

Description du poste

Our client, a leading organization in the public transport sector, is seeking an experienced Senior IT Service Delivery Manager to oversee their application performance landscape. The role takes end-to-end responsibility for the quality and improvement of business-critical services while acting as the primary link between business stakeholders, internal IT teams, and external vendors.

• Manage the quality, performance, and continuous improvement of IT services within a complex and business-critical environment.
• Act as the central point of contact between business units, internal application teams, and external technology vendors.
• Ensure that agreed SLAs and OLAs are consistently met to maintain high application availability.
• Identify and address risks, structural deficiencies, and problems through proactive service monitoring and operational management.
• Lead complex service management escalations by managing diverse stakeholders and technical complexities.
• Facilitate consensus building across business and IT teams to align service delivery with operational requirements.

• 15+ years of professional experience within the IT sector.
• 8+ years in strategic and tactical service management within large-scale organizations, including the management of external offshore teams.
• 5+ years of experience in the domain of Application Performance Management (APM).
• 5+ years of experience working within the public or semi-public sector.
• You possess a valid ITIL V4 certification.
• You bring relevant experience in monitoring, reporting, and performance management methodologies.
• You're proficient in service management and collaboration tools such as ServiceNow, Jira, and Confluence.
• You possess the ability to navigate complex organizational structures and build consensus among diverse stakeholders.
• You are fluent in English, French, and Dutch.

Nice to Haves

• Demonstrated expertise in managing high-impact business escalations.

• Start date: 01/01/2027
• Duration: Until 31/12/2029
• Work regime: Full-time
• Location: Brussels
• Working model: Onsite (up to 5 days per week)
• Contract: open to both permanent employees and freelancers