Service Delivery Manager

Nomios Belgium; Zaventem; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Company car

Charging card in Belgium

Phone

Laptop

Insurances

FIP plan

GreatPlaceToWork

Flexible remote work

Team events

Résumé du poste

Nomios Belgium is seeking a Service Delivery Manager to oversee Managed Services contracts, act as the primary contact between customers and providers, and drive service quality. The role emphasizes proactive action, profitability monitoring, and stakeholder coordination across Belgium, with hybrid work options.

You will manage SLAs, organize reviews, and lead engagements with customers and vendors, ensuring satisfaction and continuous improvement in Nomios’ service delivery.

Qualifications

• Bachelor-level degree in Telecom/IT/Security or equivalent.
• At least 3 years in a service management role.
• Experience with IT projects and change/improvement plans.
• Knowledge of network and security basics; strong SLAs/contract mgmt.

Responsabilités

• Ensure contracted services meet SLAs based on monthly reports.
• Organize regular Service Review Meetings with customers.
• Initiate corrective actions and drive service improvements.
• Define and monitor profitability of customer contracts.
• Lead internal Account Team meetings and coordinate with third parties.
• Document knowledge and perform regular customer visits (hybrid work possible).

Connaissances

Project management

Contract management

Customer-oriented service

Stakeholder management

Communication skills

Stress resistance

Formation

Bachelor's degree in Telecom, IT and/or Security

Outils

ITIL knowledge

Vendor knowledge (Juniper, Fortinet, Palo Alto)

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

Job Requirements

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