IT Service Delivery Manager

Vanderlande; Vancouver; Hybrid; CAD 99,000 - 134,000; Full time

Benefits offered by this job

40 vacation days (20 statutory + 20–f​

Flexible working hours

Hybrid workplace (40% home / 60% in‑cr

Health & Wellbeing budget €300/year

Commuting allowance with public travel

Home office allowance

Pension scheme and health insurance

On-site health centers and gym

Vanderlande Academy and training

Network communities and initiatives

Company restaurant and coffee bar

Job summary

Vanderlande is seeking an IT Service Delivery Manager to oversee global smart IT solutions for airports, coordinating between customers and the Service Management organization. You will guide handovers, supervise contracts, and drive improvements across service delivery.

The role requires IT/automation familiarity, English fluency, and readiness to travel internationally. The role combines strategic oversight with hands‑on coordination, working with Sales, Engineering, and Life Cycle Services to

Qualifications

• Degree in CS, IT, IS, mathematics, or related technical field.
• Hands-on experience with IT infrastructure and software development environments.
• Affinity with IT and Industrial Automation; interest in logistics and operational processes.
• Proficient in ITIL-aligned IT Service Management practices.
• Proactive, pragmatic and results‑oriented with strong analytical and problem‑solving skills.
• Excellent spoken and written English; able to travel internationally.

Responsibilities

• Oversee the implementation of new or modified service contracts, ensuring alignment with operational capabilities and customer expectations.
• Manage the handover of newly installed systems or services to the Service team, ensuring readiness for ongoing support and maintenance.
• Coordinate support efforts by bringing together the right teams, tools, and information, while assigning and monitoring work across internal teams and external partners.
• Collaborate with Service Desks, internal teams, and customer stakeholders to identify and implement improvements in Airports IT Solutions and Vanderlande service standards.
• Provide clear reporting on service delivery performance, including achievements, challenges, and improvement plans, and prioritize known issues for product development teams to support timely resolution and feedback.
• Analyze customer feedback, facilitate workshops to identify business opportunities and service improvements, and support Sales with service‑related input during pre‑sales and contract definition.

Skills

ITSM

Cross-functional collaboration

English communication

Analytical mindset

Education

Bachelor’s degree in CS/IT/IS/Math or related field

Tools

IT infrastructure tools

Job description

Job Title

IT Service Delivery Manager

Job Description

IT Service Delivery Manager

Introduction

As IT Service Delivery Manager, you will play a pivotal role in managing and supporting our smart IT solutions deployed at airports worldwide. These mission-critical solutions include software that orchestrates baggage transport, advanced data analytics platforms, and IT infrastructure. You will connect our customers with the Service Management organization and coordinate international specialists to ensure reliable service performance and customer satisfaction.

What will you be doing?

This dynamic role combines strategic oversight with hands‑on coordination. You will plan, authorize, and evaluate service delivery activities, guide operational handovers and support efforts, and work across customer, service, engineering, product, and sales stakeholders to strengthen our Airports IT Solutions and service standards.

Responsibilities

• Oversee the implementation of new or modified service contracts, ensuring alignment with operational capabilities and customer expectations.
• Manage the handover of newly installed systems or services to the Service team, ensuring readiness for ongoing support and maintenance.
• Coordinate support efforts by bringing together the right teams, tools, and information, while assigning and monitoring work across internal teams and external partners.
• Collaborate with Service Desks, internal teams, and customer stakeholders to identify and implement improvements in Airports IT Solutions and Vanderlande service standards.
• Provide clear reporting on service delivery performance, including achievements, challenges, and improvement plans, and prioritize known issues for product development teams to support timely resolution and feedback.
• Analyze customer feedback, facilitate workshops to identify business opportunities and service improvements, and support Sales with service‑related input during pre‑sales and contract definition.

What do we ask from you?

• A professional degree in Computer Science, Information Technology, Information Systems, Mathematics, or a related technical field.
• Solid understanding of and hands‑on experience with IT infrastructure and software development environments.
• Affinity with IT and Industrial Automation, together with a strong interest in logistics and operational processes.
• Proficiency in ITIL‑aligned IT Service Management practices and frameworks.
• A proactive, pragmatic, and results‑focused approach, supported by strong analytical and problem‑solving skills and a hands‑on attitude toward execution and continuous improvement.
• Excellent spoken and written English, confidence working in cross‑functional and multicultural teams, and willingness to travel internationally on occasion.

About the team

The Airports IT Services team is part of the IT Delivery Group, which operates globally in selling, delivering, and servicing IT solutions for airports. You will work closely with colleagues across Sales, Engineering, Project Management, and Life Cycle Services.

About Vanderlande

Vanderlande builds automated systems for airports and parcellogistics— managing baggage from check‑in to reclaim, and sorting parcels across some of the world’s largest delivery networks. A place to grow, with people who bring out the best in each other.

What we offer

In this challenging and responsible position, you willhave the chance to make a significant contribution to industry‑leading projects and be connected to ourdedicated people and customers. We offer a position in an informal, international and professional working environment with a lot of scope for personal development. By joiningour profitable and growing companyyou willbe able to reach your goals and focus on your future.

This position offers a competitive salary range of € 5.665,90 to € 7.689,43 gross per month (excluding 8% holiday allowance). Through exceeding performance expectations, you even have the possibility to grow outside this scale.

On top of your fixedsalary, you’ll receive the following secondary benefits:

• 40 vacation days (20 statutory days and a flexible budget worth 20 days).
• Flexible working hours.
• A hybrid workplace (40% working from home and 60% in the office).
• A Health & Wellbeing budget worth €300/calendar year.
• Commuting allowance, including full reimbursement of travel by public transport.
• Working from home allowance.
• Collective pension scheme and discount on additional health insurance.
• On‑site company health centres with a gym, physiotherapists and occupational therapists.
• Vanderlande Academy and training facilities to boost your skills.
• A variety in Vanderlande Network communities and initiatives.
• And a great company restaurant and coffee bar with barista.

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

Background screening

For this position it is possible that a background screening will be conducted. This screening can include checks such as verification of identity, qualifications or other relevant records, which may include criminal background or sanctions list checks, in accordance with our internal policies and applicable laws. Any job offer may be extended under the condition that the screening does not give reason to reconsider the hiring decision. Candidates will always be informed about the process and their rights before any screening is initiated.