Strategic IT Service Delivery Leader

Sopra Steria; Brussel; Sur place; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Company car

Mobility budget

Laptop and phone

Competitive salary

Indefinite contract

Training opportunities

Résumé du poste

Sopra Steria in Belgium is seeking a Service Delivery Manager to maintain strong customer relationships, define SLAs, and drive CSI initiatives across managed services.

You will act as the main liaison between customers and operations, manage accounts, review tickets, prepare monthly SLA reports, and support pre-sales when needed. A Master's degree and ITIL v4 certification are preferred, with fluency in English, Dutch, and French.

Qualifications

• Master's degree in a relevant field or equivalent professional experience.
• Experience as a Service Delivery Manager with ITIL knowledge.
• Strong commercial and consultative selling skills.
• Excellent written and verbal communication and presentation skills.
• Customer-oriented mindset with commitment and adaptability.
• Ability to think conceptually with pragmatic execution.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.
• Proficient in English, Dutch and French.

Responsabilités

• Act as the primary liaison between customers and operations, representing customer interests.
• Manage operational accounts, review tickets and requests, align with customer expectations.
• Prepare and validate monthly Service Level Reports and present at steering meetings.
• Report risks, issues and opportunities to internal stakeholders.
• Oversee invoicing processes and ensure timely payments.
• Ensure service delivery complies with contracts and ITIL processes.
• Drive CSI initiatives to improve efficiency and quality.
• Manage risks (operational, financial, project-related).
• Handle incidents (including outside business hours) and coordinate resolution.
• Manage change requests and small to medium projects (up to ~100 days).
• Support pre-sales by validating service offers with sales teams.

Connaissances

SLA management

ITIL v4

Client relationship

Proposal writing

Communication skills

Multilingual English-Dutch-French

Formation

Master's degree

Description du poste

Sopra Steria in Belgium is seeking a Service Delivery Manager to maintain strong customer relationships, define SLAs, and drive CSI initiatives across managed services.

You will act as the main liaison between customers and operations, manage accounts, review tickets, prepare monthly SLA reports, and support pre-sales when needed. A Master's degree and ITIL v4 certification are preferred, with fluency in English, Dutch, and French.