Service Delivery Manager

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

Are you passionate about customer satisfaction, service excellence, and stakeholder management? We're looking for an experienced Senior Service Delivery Manager to oversee a portfolio of strategic customers and ensure the successful delivery of our managed IT services.

As the key link between customers, delivery teams, partners, and management, you will ensure high-quality service delivery, drive continuous improvement initiatives, manage risks and escalations, and contribute to strong business performance.

Your responsibilities

• 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 areas such as 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.

Your profile

• Minimum 5 years of experience in Service Delivery Management, Managed Services, IT Outsourcing, or a similar environment.
• Strong understanding of ITIL principles, SLA/KPI management, service governance, and continuous improvement.
• Experience managing multiple stakeholders within complex customer environments.
• Good understanding of Digital Workplace, Azure, Infrastructure, and IT Operations.
• Strong communication, negotiation, and stakeholder management skills.
• Ability to influence and coordinate teams in a matrix organization.
• Customer-oriented mindset with a strong sense of ownership and accountability.
• Structured, proactive, and solution-driven approach.

Nice to have

• Experience with Digital Employee Experience (DEX) solutions and initiatives.
• Knowledge of endpoint experience management and proactive monitoring tools.
• ITIL certification or equivalent Service Management experience.

Languages

You can communicate professionally in:

• Dutch
• French

What we offer

At Econocom, you'll join an organization that values expertise, entrepreneurship, and innovation.

We offer:

Competitive salary package

Electric company car + charging card

Performance bonus

Group insurance

Training and career development opportunities

A dynamic and collaborative work environment

We are open to both permanent employees and freelance consultants.

Econocom Benelux is part of a publicly listed international group with over 45 years of experience and a strong entrepreneurial mindset.

By combining ICT equipment, services, and financing, Econocom delivers end-to-end technology solutions that help organizations accelerate their digital transformation.

Sustainability and Corporate Social Responsibility are at the heart of our strategy. We actively contribute to the circular economy and support our customers in building more sustainable digital environments.

Looking for a company that combines Digital & Green ambitions, innovation, and a people-first culture?

Then Econocom is the place for you. We'd love to hear from you!

Econocom is committed to fostering an inclusive and respectful workplace where every employee is valued regardless of origin, gender, age, religion, sexual orientation, disability, or any other characteristic protected by law. Discrimination of any kind is strictly prohibited under our Code of Conduct.