Strategic Service Delivery Lead — Hybrid (Brussels)

SoftwareONE Deutschland GmbH; Brussel Hoofdstad; Sur place; EUR 80 000 - 120 000; Plein temps

Avantages offerts par ce poste

Global team culture

Growth opportunities

Training & mentoring

Competitive compensation

Résumé du poste

SoftwareOne in Brussels, BE, is seeking a Service Delivery Manager to own end-to-end service delivery, ensuring quality, performance, and customer satisfaction. You will be the primary point of contact for customers, build trusted relationships, proactively resolve challenges, align services with business needs, and coordinate with delivery teams.

This role requires ITIL foundations, strong stakeholder management, and a structured, detail-oriented approach to manage multiple priorities, with a

Qualifications

• ITIL Foundation certification, with a solid understanding of IT service management principles and best practices.
• ITIL Service Management certification (Intermediate/Practitioner level) is preferred.
• PRINCE2 Foundation certification or familiarity with structured project delivery methodologies is an advantage.
• Bachelor's degree (HBO) or higher with substantial experience in IT service delivery or customer-facing roles.

Responsabilités

• Own customer satisfaction outcomes and act as trusted advisor across stakeholders.
• Ensure contracted services are delivered in line with scope, quality, and SLAs.
• Monitor service performance, analyze trends, and lead service reviews with clear reporting.
• Lead major incidents, escalations, and risk management activities for continuity.
• Drive continual service improvement, process optimization, and automation.
• Manage service financials, contractual compliance, SLAs, and profitability.
• Align services with customer goals and identify renewal/growth opportunities.
• Coordinate delivery teams and partners, removing obstacles and ensuring accountability.

Connaissances

Communication skills

Stakeholder management

Relationship-building

Structured & detail-oriented

Formation

Bachelor's degree (HBO) or higher

Outils

ITIL Foundation

ITIL Service Management (Intermediate/Practitioner)

PRINCE2 Foundation

Description du poste

SoftwareOne in Brussels, BE, is seeking a Service Delivery Manager to own end-to-end service delivery, ensuring quality, performance, and customer satisfaction. You will be the primary point of contact for customers, build trusted relationships, proactively resolve challenges, align services with business needs, and coordinate with delivery teams.

This role requires ITIL foundations, strong stakeholder management, and a structured, detail-oriented approach to manage multiple priorities, with a