Strategic Service Delivery Manager: SLA Excellence & Growth

Sopra Steria; Vlaanderen; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Company car or mobility budget

Laptop, phone & phone subscription

Competitive salary and indefinite契約

Insurance coverage

Meal vouchers

Eco-cheques

Continuous learning through Sopra Ster

Job summary

Sopra Steria is seeking a Service Delivery Manager in Belgium to maintain strong customer relationships, define and monitor SLAs, and optimize resource utilization. The role includes managing services, reporting, and CSI initiatives to improve efficiency and quality.

You will work with Customer teams and internal stakeholders, handling incidents, change requests, and small projects while supporting pre-sales efforts as needed. Proficiency in English, Dutch, and French is required.

Qualifications

• Master’s degree or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager.
• ITIL v4 certification or equivalent.
• Strong commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills.

Responsibilities

• Act as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities.
• Managing operational accounts, reviewing tickets and requests, and ensuring alignment with customer expectations.
• Preparing and validating monthly Service Level Reports and presenting them during steering committee meetings.
• Reporting risks, issues, and business opportunities to internal stakeholders.
• Overseeing invoicing processes, ensuring accuracy and timely payment follow-up.
• Ensuring service delivery in compliance with contractual agreements and ITIL processes.
• Driving Continuous Service Improvement (CSI) initiatives to enhance efficiency and quality.
• Managing risks—operational, financial, and project-related.
• Handling critical incidents (including outside business hours) and coordinating resolution efforts.
• Managing change requests and small to medium-sized projects (up to approximately 100 days).
• Supporting pre-sales activities by validating service offers and accompanying sales teams when needed.

Skills

Service Delivery Management

Communication skills

Customer relationship

Conceptual thinking

Education

Master’s degree or equivalent

ITIL v4 certification

Tools

Application Management

Agile methodologies

Job description

Sopra Steria is seeking a Service Delivery Manager in Belgium to maintain strong customer relationships, define and monitor SLAs, and optimize resource utilization. The role includes managing services, reporting, and CSI initiatives to improve efficiency and quality.

You will work with Customer teams and internal stakeholders, handling incidents, change requests, and small projects while supporting pre-sales efforts as needed. Proficiency in English, Dutch, and French is required.