Senior IT Service Delivery Manager – ITIL

Pauwels Consulting; Brussel; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Open to permanent or freelance

Onsite in Brussels

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Stakeholder management

Problem solving

Communication

Tools

ServiceNow

Jira

Confluence

Job description

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.

Responsibilities

• 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.

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.

Offer

• 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