IT/OT Service Delivery Lead – SLA & Customer Success

TMC; Eindhoven; On-site; EUR 70,000 - 100,000; Full time

Job summary

TMC is seeking an IT Service Delivery Manager to own IT and OT service delivery within complex warehouse automation environments. You will be the main contact for strategic customers, ensuring SLA performance and operational continuity across mission-critical systems.

This is a customer-facing role where you will work closely with Service Contract Managers, support teams and operational stakeholders to manage incidents, changes, escalations and continuous service improvements.

Qualifications

• 8+ years in IT/OT with Service Delivery or Service Management.
• Experience with enterprise IT services, networks, applications or control systems.
• Fluent in English and Dutch; strong stakeholder management.
• Knowledge of ITIL processes and service management best practices.
• Commercial awareness and opportunity identification.

Responsibilities

• Ensure IT and OT services delivered per SLA and contracts.
• Drive incident, problem and change management across ops.
• Lead customer communication, service reviews, reporting and escalations.
• Improve service delivery governance and performance.
• Support project transitions and pre-sales from a service perspective.
• Identify risks and drive continuous improvements.

Skills

IT Service Delivery

Service Management

Stakeholder Management

Incident Management

Change Management

SLA & Contracts

English & Dutch communication

Job description

TMC is seeking an IT Service Delivery Manager to own IT and OT service delivery within complex warehouse automation environments. You will be the main contact for strategic customers, ensuring SLA performance and operational continuity across mission-critical systems.

This is a customer-facing role where you will work closely with Service Contract Managers, support teams and operational stakeholders to manage incidents, changes, escalations and continuous service improvements.