Service Delivery Manager

Nomios; Zaventem; Hybride; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Company car

Phone

Laptop

Insurance

Flexible home/remote work

Résumé du poste

Nomios is seeking a Service Delivery Manager in Belgium to lead managed services and customer contracts. You will act as the main contact during the contract lifecycle, coordinating with providers and ensuring service quality across SLAs and reports.

You will organize reviews, drive continuous improvement, and manage profitability while maintaining strong customer relationships. Hybrid work is possible, with travel to client sites as needed.

Qualifications

• Bachelor’s degree in Telecom/IT/Security.
• At least 3 years in a similar service management role.
• Experience in IT project management and action/improvement plans.
• Basic knowledge of network and security technologies.
• Strong contract management, SLAs, SIPs and finance knowledge.
• ITIL experience; ITIL certification preferred.
• Vendor familiarity (Juniper, Fortinet, Palo Alto, etc.).
• Customer-oriented mindset with strong communication.
• Stress-resilient and solution-focused with attention to detail.
• Experience with structured, project-based change follow-up.
• Fluent in French, Dutch and English; Belgium-based.

Responsabilités

• Manage Managed Services and Support contracts to ensure customer satisfaction.
• Act as tactical contact person during contract execution and between customer and providers.
• Organize regular Service Review Meetings and address questions per contract.
• Initiate corrective actions and continuously improve services.
• Define and monitor profitability of customer contracts.
• Coordinate internal Account Team meetings with key stakeholders.
• Trigger escalation procedures with manufacturers and third parties.
• Handle change and service requests to successful implementation.
• Document knowledge and share learnings with colleagues.
• Conduct regular customer visits; support hybrid working.

Connaissances

Service management experience

IT project management

Network & security basics

Contract management & SLAs

ITIL experience

Vendor knowledge (Juniper, Fortinet, (

Formation

Bachelor’s degree in Telecom/IT/Security

Description du poste

We are Nomios! Our purpose is to make sure that every company in Europe is and stays “secure & connected”. With our expertise in cybersecurity and network infrastructure, we build secure digital infrastructures. Already for more than 20 years, with 1200+ Nomios experts in 10 European countries. And we’re still expanding! Because we don’t intend to slow down, we’re searching for exceptional talents to join our team and make Nomios even smarter and better. Are you our new:

Service delivery manager

What would your job entail?

At Nomios, we deliver complex cybersecurity and networking solutions that help organizations protect and transform their digital infrastructure. Our offering combines leading technologies with consulting, professional services and managed services, enabling us to deliver solutions and services that have a significant and lasting impact on our customers’ security environments.

In this context, the SDM is our specialist in managing Managed Services and Support contracts and thus further contribute to increasing customer satisfaction and the expertise of Nomios as organization. You fulfil the role of tactical contact person (SPOC) during the operational contract phase and ensure an efficient relationship between the customer and all service providers.

Responsibilities of a Service Delivery Manager at Nomios include:

• Based on the analysis of the SLAs and the monthly reports, assure the customer of the contractually agreed services
• On a regular basis (monthly or quarterly) organize Service Review Meetings with the customer and answer all customer questions in a timely manner in accordance with the contract terms
• Take the initiative to initiate corrective action plans, if necessary, and continuously improve our services
• Define, monitor and optimize the profitability of your customer contracts
• Organize internal Account Team Meetings with key stakeholders
• Initiate escalation procedures yourself and effectively execute them with manufacturers, suppliers and third parties
• Process and follow up change and service requests to successful implementation for our managed services customers
• Document and share acquired knowledge with colleagues
• Regular customer visits for meetings and consultations, but hybrid working is possible

What are we looking for in our Service Delivery Manager?

• Preferably at least a bachelor's degree in Telecom, IT and/or Security
• At least 3 years of experience in a similar service management position
• Experience with management of IT projects, drawing up and monitoring action and/or improvement plans
• You have basic knowledge of network and security technologies
• You have good knowledge of contract management, SLAs, SIPs and finance
• You have experience with ITIL and preferably an ITIL certificate
• Ideally, you have basic product knowledge of our vendors (such as Juniper, Fortinet, Palo Alto, …).
• We are looking for a very customer-oriented person: you understand our customers perfectly, what they ask from Nomios and what they need
• You are stress-resistant in all situations (especially during escalations) and solution-oriented. With an eye for detail and your strong communication skills, you proactively tackle any problem
• You have experience with structured and project-based follow-up of business-critical changes
• You are fluent in spoken and written French, Dutch, and English, since you will be working with customers in Wallonia, Flanders and Brussels
• You already live in Belgium, which makes it easy to come to our office in Zaventem

Interesting? What’s in it for you?

In addition to a competitive salary and bonus plan based on individual targets, you can expect the following:

• Company car, charging card in Belgium, phone, laptop, insurances, FIP plan, …
• We are a #GreatPlaceToWork, meaning our own team thinks we’re doing a pretty good job of keeping things supportive and fair
• Plenty of flexibility to work from home, by mutual agreement
• We offer a vibrant work environment with a small and close team where diversity is a strength, and everyone makes a difference - without the barriers of strict hierarchy
• Lots of fun team buildings and activities such as After Work drinks