IT & OT Service Delivery Lead — Hybrid, Customer-Facing

vanderlande; Schiphol; Hybrid; EUR 61,000 - 75,000; Full time

Benefits offered by this job

40 vacation days

Hybrid workplace

Health & wellbeing budget

Commuting allowance

Pension scheme

On-site health centres

Vanderlande Academy

Company restaurant & coffee bar

Job summary

Vanderlande is seeking an IT Service Delivery Manager to lead end-to-end service delivery for IT and OT in a warehouse automation environment. You will act as the primary contact for performance, reliability and customer success, coordinating with contract managers and site teams at Schiphol.

The role requires strong relationship management, SLA governance, and a commercial mindset to identify upsell opportunities within existing accounts. Fluent English is essential; Dutch is a plus.

Qualifications

• Bachelor's or master's degree in IT, Engineering, Business or related field.
• 8+ years in IT/OT with at least 3 years in service delivery or service management.
• Hands-on experience in enterprise-level service delivery (IT infra, software, networks or control systems).
• Fluent in English; Dutch is a plus.
• Knowledge of ITIL best practices; ITIL4 certification preferred.

Responsibilities

• Ensure IT and OT services are delivered as agreed, meeting SLA targets and contractual commitments.
• Own incident, problem, and change processes; maintain clear communication throughout service lifecycle.
• Define and improve service delivery strategies, policies and performance.
• Collaborate with IT, operations and business teams to deliver integrated solutions.
• Identify and mitigate risks; ensure business continuity and compliance.
• Support pre-sales and project transitions by representing service capabilities.
• Lead service review meetings, performance reporting and customer escalations.
• Adhere to HQ Veghel standards and provide feedback for improvements.

Skills

IT/OT experience

Service delivery management

Customer relationship mgmt

English fluency

ITIL knowledge

Dutch language

Education

Bachelor's or Master's degree

Tools

ITIL4 certification

Job description

Vanderlande is seeking an IT Service Delivery Manager to lead end-to-end service delivery for IT and OT in a warehouse automation environment. You will act as the primary contact for performance, reliability and customer success, coordinating with contract managers and site teams at Schiphol.

The role requires strong relationship management, SLA governance, and a commercial mindset to identify upsell opportunities within existing accounts. Fluent English is essential; Dutch is a plus.