Technical Service Delivery Manager

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 offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. Successfully so! With more than 51.000 colleagues in nearly 30 countries, we rank
as Europe's leading digital solutions provider. Some of the most successful companies in Europe rely on our technology due to our commitment to innovation, collaboration, and value in business development.

The world is how we shape it. Let's shape it together.

Job Description

The Service Delivery Manager is a business relationship manager. You would be responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), driving operational automation, and optimizing the utilization of technical and human resources. The SDM also identify new technical and business opportunities to expand the scope of managed services.

Key responsibilities include:

• Acting 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), including planning, cost estimation, and P&L accountability.
• Supporting pre-sales activities by validating service offers and accompanying sales teams when needed.

Qualifications

We're seeking passionate colleagues who are eager to push the boundaries in digital transformation and technology consulting. At Sopra Steria, you'll have the opportunity to grow your skills in a constructive, collaborative team environment, working on impactful projects that drive change for our clients. If you thrive on challenge and meet (most of) the qualifications below, we look forward to your application!

• Master's degree in a relevant field or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager
• Knowledge of Application Management
• Strong commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills.
• Customer-oriented mindset with a strong sense of commitment.
• Ability to think conceptually while maintaining a pragmatic approach.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.
• Assertive communication style and adaptability to different audiences.
• Strong organizational and problem-solving skills..
• Language: English, Dutch and French are required (both verbally and in writing)

What to expect from working at Sopra Steria

Become part of a major Tech player in Europe that is recognised for consulting, digital services and software development. Work among high-level professionals who dare to make bold choices to deliver results.

Additionally, you'll join the Business Line DPS (Digital Platform Services). DPS operates in the industrial, life sciences, public and finance sectors and is focused on core IT, from the front-end to the backend of business platforms. With our services, we ensure the continuity of processes and optimize customers' IT strategy, so they benefit from technological capabilities, control their costs and make platforms current and profitable.

Additional Information

This is what you'll get from us

Doing what you love? It's not just a myth at Sopra Steria. Start your way to excellence with the Sopra Steria Academy. Here, experts and coaches push you to be the best version of yourself. But you're also your own coach, making use of our portfolio of more than 250 (digital) training sessions. Of course, we want you to feel supported and comfortable. That's why we offer a flexible working arrangement (with both local and international opportunities) so you can work in an environment that inspires you. Even if that's in your backyard.

We offer a generous employee benefits package that includes:

• A company car or mobility budget
• Laptop, phone & phone subscription
• A competitive salary and indefinite contract
• Insurance coverage, meal vouchers, eco-cheques, and more
• Continuous learning opportunities through the Sopra Steria Academy to support your career development

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Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.