Service Delivery Manager - Lead IT Support & SLA Excellence

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

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.