IT Service Delivery Manager

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

We are looking for an IT Service Delivery Manager who will take ownership of IT and OT service delivery within complex warehouse automation environments. You will act as the main point of contact for strategic customers, ensuring SLA performance, operational continuity and long-term customer satisfaction across mission-critical system.

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.

What we expect from you

• Ensure IT and OT services are delivered according to SLA and contractual agreements
• Drive incident, problem and change management processes across operational environments
• Lead customer communication, service reviews, reporting and escalations
• Improve service delivery strategies, governance and operational performance
• Support project transitions and pre‑sales activities from a service perspective
• Identify risks, safeguard business continuity and drive continuous improvements

What We Are Looking For

• 8+ years of experience within IT/OT environments, including Service Delivery or Service Management
• Experience with enterprise IT services, infrastructure, applications, networks or control systems
• Strong stakeholder management and customer‑facing communication skills
• Knowledge of ITIL processes and service management best practices
• Commercial awareness and ability to identify service improvement opportunities
• Fluent in English and Dutch

You will work in an international and operationally critical environment supporting highly automated logistics and warehouse systems. The role combines service ownership, customer interaction and collaboration across multidisciplinary IT and operational teams.

What You Can Expect From Us

TMC is an international high-tech consultancy company that brings expertise to its clients in order to support them with the realization of their technological challenges. As such, TMC is operating as an expert center at the disposition of its clients and we help them to be more competitive in an ever more global and faster-changing technological world. At TMC we believe that people are the driving force behind technological innovation. That is why we want to create the best possible conditions for tech talents to thrive in. We offer you a challenging and stimulating work environment in which you can be the director of your own career. As an Employeneur you are part of our TMC family. Next to our outstanding technical expertise, fun and engagement are meaningful parts of our culture.