Service Delivery Manager (m/f/x)

Damovo; Brussel Hoofdstad; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Collaborative working environment

Opportunities to develop expertise

Job summary

Damovo Belgium is seeking a Service Delivery Manager to own the delivery and ongoing management of customer services. You will act as the primary contact for service-related matters, ensuring SLAs, contractual commitments and customer expectations are consistently met.

The role requires strong stakeholder management, knowledge of ITIL, and the ability to align operational delivery with business needs. Fluency in Dutch/French and English is valued, with accessibility for EU clearance as

Qualifications

• Proven experience in service delivery management within ICT/telecom or managed services.
• ITIL certification or equivalent knowledge of IT service frameworks.
• Strong stakeholder management with ability to engage senior customers.
• Solid understanding of SLAs, service performance reporting and incident handling.

Responsibilities

• Own delivery and performance of contracted services aligning with SLAs and contractual obligations.
• Build and maintain relationships with customer stakeholders as the trusted service delivery contact.
• Monitor service performance, identify risks and address issues to protect service quality.
• Manage service-related escalations with clear communication and timely follow-up.
• Ensure delivery processes are followed and commitments are met.
• Support account managers to retain customers and identify improvement opportunities.

Skills

Service delivery management

ITIL certification

Stakeholder management

SLA & reporting

Escalation management

Customer relationship management

Dutch/French/English

EU security clearance eligibility

Tools

ITSM tools

Job description

Damovo delivers professional services and technology solutions that help organisations communicate, collaborate and operate more effectively. We work closely with our customers to provide reliable, high-quality ICT services and build long-term partnerships based on trust, accountability and continuous improvement.

As a Service Delivery Manager (m/f/x) at Damovo Belgium, you will be responsible for ensuring the effective delivery and ongoing management of services for our customers. You will act as a key point of contact for service-related matters, building strong customer relationships and ensuring that agreed service levels, contractual commitments and customer expectations are consistently met.

This role requires a strong understanding of the local Belgian customer environment, excellent stakeholder management skills and the ability to connect operational delivery with customer and business needs.

Key Responsibilities

• Take ownership of the delivery and performance of contracted services, ensuring alignment with agreed service levels, contractual obligations and customer expectations


• Build and maintain strong relationships with customer stakeholders, acting as a trusted point of contact for service delivery matters


• Monitor service performance, identify potential risks and proactively address issues that could affect service quality or customer satisfaction


• Manage service-related escalations, ensuring clear communication, appropriate prioritisation and effective follow-up through to resolution


• Ensure service delivery processes are followed and that service commitments are consistently met


• Development of customer relationships and underlying contracts at commercial level


• Work closely with Account Managers to support customer retention, strengthen relationships and identify opportunities to improve the overall customer experience

Experience and Skills we value

• Proven experience in service delivery management, IT service management or a similar customer-facing role within an ICT, telecommunications or managed services environment


• Professional certification in ITIL (Information Technology Infrastructure Library)


• Experience managing customer relationships and coordinating service delivery across multiple technical and operational teams


• Good understanding of service level agreements (SLAs), service performance reporting, incident and escalation management, and continuous improvement


• Strong stakeholder management and communication skills, with the confidence to engage with both operational teams and senior customer representatives


• Ability to analyse service performance data, identify trends and translate findings into practical actions


• Strong network in the Belgian ICT environment, with the ability to build and maintain close relationships with local stakeholders


• Professional proficiency in Dutch and French, with a good command of English, depending on the language requirements of the customer portfolio


• You must be eligible for EU Security Clearance (at least 5 years of EU nationality in required)

What We Offer

• The opportunity to take ownership of service delivery and make a tangible impact on customer satisfaction


• A collaborative working environment with experienced colleagues across service delivery, technical operations and account management


• The opportunity to contribute to service improvement and the development of long-term customer partnerships


• A role within an international ICT services organisation with opportunities to develop your expertise and professional network