Senior Service Delivery Lead - IT & Cloud Solutions

Econocom Belgium; Brussel Hoofdstad; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Econocom Benelux is seeking a Senior Service Delivery Manager to oversee a portfolio of strategic customers and ensure delivery of our managed IT services.

You will serve as the main liaison between customers, delivery teams, partners, and management, driving service excellence, governing SLAs/KPIs, and leading continuous improvement across Digital Workplace, Azure & Cloud, Infrastructure, and support services.

Qualifications

• Minimum 5 years in Service Delivery/Managed Services.
• Strong ITIL, SLA/KPI governance and CSI experience.
• Experience managing multiple stakeholders in complex environments.
• Knowledge of Digital Workplace, Azure, infrastructure, and IT operations.
• Excellent communication and stakeholder management skills.

Responsabilités

• Build and maintain strong relationships with strategic customers and key stakeholders.
• Act as the primary point of contact for service-related, operational, and contractual matters.
• Lead Service Reviews, Steering Committees, and Continuous Service Improvement (CSI) meetings.
• Monitor and report on SLA and KPI performance, ensuring transparency and service excellence.
• Coordinate internal teams and external partners to guarantee efficient service delivery.
• Manage customer, operational, and financial risks, ensuring timely resolution of escalations.
• Ensure service quality across Digital Workplace, Azure & Cloud Services, Infrastructure, Incident & Change Management, Onsite Support, and Asset Lifecycle Services.
• Follow up on commercial and contractual commitments, including invoicing, renewals, profitability, and service performance.
• Identify opportunities for service improvements and increased customer value.

Connaissances

ITIL knowledge

SLA/KPI management

Stakeholder management

Digital Workplace

Azure

Cloud Infrastructure

Communication

Description du poste

Econocom Benelux is seeking a Senior Service Delivery Manager to oversee a portfolio of strategic customers and ensure delivery of our managed IT services.

You will serve as the main liaison between customers, delivery teams, partners, and management, driving service excellence, governing SLAs/KPIs, and leading continuous improvement across Digital Workplace, Azure & Cloud, Infrastructure, and support services.