Service Delivery Manager

Avanade; Brussel; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Avanade is seeking a Service Delivery Manager to lead and manage the delivery of managed services across a portfolio of clients in a global environment.

You will act as a trusted partner, ensuring high-quality service delivery, operational stability, and continuous improvement, with full visibility of service performance and proactive actions as needed.

Qualifications

• Proven experience in Service Delivery Management.
• Strong client engagement and stakeholder management.
• Experience managing service performance, SLAs, and escalations.
• Ability to manage budgets, planning, and delivery governance.
• Strong communication and leadership capabilities; experience with distributed/global teams.
• Fluent in English and Dutch (French is a strong plus).

Responsabilités

• Act as primary point of contact for clients and own the service relationship.
• Manage end-to-end service delivery (run, improve, govern).
• Monitor and ensure SLA and KPI performance.
• Ensure Compliance (Personal data, Certification and control frameworks).
• Lead service reviews and provide reporting via dashboards and metrics.
• Coordinate and resolve escalations and critical issues.
• Manage planning, budgets, and financial performance.
• Drive continuous improvement initiatives and service roadmap.
• Manage cross-functional teams (onshore, nearshore, offshore, partners).
• Ensure effective knowledge transfer and service continuity.

Connaissances

Service Delivery Management

Client engagement

SLA management

Budget planning

Communication

Leadership

Distributed/global teams

English

Dutch

Description du poste

We are looking for a Service Delivery Manager to lead and manage the delivery of managed services across a portfolio of clients.

You act as a trusted partner, ensuring high-quality service delivery, operational stability, and continuous improvement. You maintain full visibility of service performance and proactively take action where needed.

You work closely with delivery teams, client stakeholders, and partners, acting as the single point of accountability for service performance and client satisfaction.

To support continuous improvement and growth, you proactively identify and develop new business opportunities within the existing managed client portfolio, helping clients further optimize their operations and achieve greater business value.

What You Will Do

• Act as primary point of contact for clients and own the service relationship
• Manage end-to-end service delivery (run, improve, govern)
• Monitor and ensure SLA and KPI performance
• Ensure Compliance (Personal data, Certification and control frameworks)
• Lead service reviews and provide reporting via dashboards and metrics
• Coordinate and resolve escalations and critical issues
• Manage planning, budgets, and financial performance
• Drive continuous improvement initiatives and service roadmap
• Manage cross-functional teams (onshore, nearshore, offshore, partners)
• Ensure effective knowledge transfer and service continuity

Qualifications

What You Will Bring

• Proven experience in Service Delivery Management
• Strong client engagement and stakeholder management skills
• Experience managing service performance, SLAs, and escalations
• Ability to manage budgets, planning, and delivery governance
• Strong communication and leadership capabilitiesExperience working in distributed/global teams
• Fluent in English and Dutch (French is a strong plus)

About You

• Client-centric and ownership-driven mindset
• Strong focus on quality, accountability, and continuous improvement
• Collaborative team player within a “One Team” model
• Proactive, structured, and results-oriented