Service Delivery Manager (m/f/x)

Damovo Deutschland GmbH & Co. KG; Brussel Hoofdstad; On-site; EUR 80,000 - 110,000; Full time

Benefits offered by this job

Ownership of service delivery impact

Collaborative working environment

Opportunity to contribute to serviceim

International ICT services exposure

Job summary

Damovo Belgium is seeking a Service Delivery Manager to ensure effective delivery and ongoing management of services for our customers. You will build strong customer relationships and ensure SLAs, contractual commitments, and expectations are met across Belgian accounts.

The role requires strong stakeholder management, knowledge of ITIL practices, and the ability to connect operational delivery with business needs. Proficiency in Dutch and French with English as a backup is desired.

Qualifications

• Proven experience in service delivery management in ICT/telecom or managed services.
• ITIL certification.
• Experience coordinating service delivery across multiple technical teams.
• Strong understanding of SLAs, service performance reporting, incidents, and escalation.
• Strong stakeholder management and communication with senior customer reps.
• Ability to analyze service performance data and translate into actions.
• Strong network in the Belgian ICT environment.
• Proficiency in Dutch and French with English as a backup.
• EU security clearance eligibility (5 years EU nationality).

Responsibilities

• Take ownership of delivery and performance of contracted services.
• Build and maintain relationships with customer stakeholders.
• Monitor service performance and address risks.
• Manage service-related escalations and resolution follow-ups.
• Ensure service delivery processes are followed and commitments met.
• Develop customer relationships and contracts at commercial level.
• Work with Account Managers to support retention and opportunities.

Skills

IT service management

Stakeholder management

SLA and escalation management

Data analysis

Customer relationship building

Cross-functional coordination

Multilingual (Dutch, French, English)

Education

ITIL Certification

Tools

ITIL framework

Job description

Service Delivery Manager (m/f/x)

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