Service Delivery Manager

Cronos International; Brussel Hoofdstad; On-site; EUR 70,000 - 100,000; Full time

Job summary

Cronos International is seeking an experienced Service Delivery Manager to lead IT support service delivery in a multicultural environment. You will be the single point of accountability for service performance and governance.

Foregrounded by customer and stakeholder interactions, you will drive continuous improvement, monitor KPIs, and manage vendor relationships to ensure contractual obligations are met.

Qualifications

• Minimum 6 years in Service Delivery, IT Service Manager, or similar.
• Extensive IT support services and operations experience.
• Proven leadership of multidisciplinary technical teams.
• Strong stakeholder management and customer-facing communication.
• Experience monitoring SLAs, KPIs, and service metrics.
• Experience driving continuous service improvement programmes.
• Knowledge of service catalogue management and governance.
• Experience managing external suppliers and vendor relationships.
• Strong analytical, reporting and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent organisational and coordination abilities.

Responsibilities

• Act as the primary point of accountability for all contracted IT support services.
• Manage multidisciplinary support teams to ensure efficient service delivery.
• Monitor, analyse, and report on service performance against SLAs and KPIs.
• Own and coordinate the monthly service activity report (DP-1 to DP-10).
• Lead service governance meetings with customers, stakeholders and suppliers.
• Ensure effective incident, problem, change, and service request processes.
• Drive continuous service improvement initiatives to enhance quality.
• Manage and maintain the service catalogue and align with business needs.
• Oversee vendor and supplier performance to meet contractual obligations.
• Identify operational risks and define mitigation actions.
• Coordinate service transitions and new service introductions.
• Produce management reports, dashboards and recommendations for stakeholders.
• Foster collaboration across technical teams and business units.
• Ensure compliance with organisational procedures and governance frameworks.

Skills

IT service management

Stakeholder management

KPI monitoring

Vendor management

Service governance

Continuous improvement

Education

ITIL Foundation or higher

Job description

About the Role

Cronos Europa is seeking an experienced Service Delivery Manager to lead and oversee the delivery of IT support services in a dynamic and multicultural environment. The successful candidate will act as the single point of accountability for service performance, ensuring the consistent delivery of high-quality IT services aligned with business objectives and contractual commitments.

Working closely with customers, service providers, technical teams, and stakeholders, the Service Delivery Manager will drive operational excellence through effective governance, KPI monitoring, continuous service improvement, vendor management, and team leadership. The role requires a strong customer-oriented mindset, excellent communication skills, and proven experience managing complex IT support service environments.

Your Responsibilities

• Act as the primary point of accountability for all contracted IT support services.
• Manage multidisciplinary support teams to ensure efficient and high-quality service delivery.
• Monitor, analyse, and report on service performance against agreed SLAs and KPIs.
• Own and coordinate the monthly service activity report, including performance indicators DP-1 to DP-10.
• Lead service governance meetings with customers, stakeholders, and suppliers.
• Ensure effective incident, problem, change, and service request management processes.
• Drive continuous service improvement initiatives to enhance service quality and customer satisfaction.
• Manage and maintain the service catalogue, ensuring services remain aligned with business needs.
• Oversee vendor and supplier performance, ensuring contractual obligations are met.
• Identify operational risks and define mitigation actions.
• Coordinate service transitions and the introduction of new services.
• Produce management reports, dashboards, metrics, and recommendations for stakeholders.
• Foster collaboration across technical teams, business units, and external partners.
• Ensure compliance with organisational procedures, quality standards, and governance frameworks.

Required Skills & Experience

• Minimum 6 years of proven experience as a Service Delivery Manager, IT Service Manager, or similar role.
• Extensive experience managing IT support services and service operations.
• Proven experience leading multidisciplinary technical teams.
• Strong stakeholder management and customer-facing communication skills.
• Solid experience monitoring and improving SLAs, KPIs, and service performance metrics.
• Experience driving continuous service improvement programmes.
• Knowledge of service catalogue management and IT service governance.
• Experience managing external suppliers and vendor relationships.
• Strong analytical, reporting, and problem-solving capabilities.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent organisational and coordination skills.

Nice to Have

• ITIL Foundation or higher certification.
• Experience working within large-scale public sector or international organisations.
• Knowledge of service integration and multi-vendor environments.
• Experience with operational dashboards and reporting tools.

Languages

• English: Minimum B2 level (written and spoken).

Location

• Near-site presence required.