IT Service Delivery Manager

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

Benefits offered by this job

Hybrid workplace (40% home / 60% in-hr

Health & Wellbeing budget €300 per cal

Commuting allowance

Pension scheme

On-site health centres

Vanderlande Academy

Job summary

Vanderlande at Schiphol is seeking an IT Service Delivery Manager to oversee the service delivery of IT and OT across mission-critical environments. You will be the go-to expert for performance, reliability and customer success, coordinating with the Site Based team, Service Contract Manager, and external support to ensure end-to-end service delivery.

This role is customer-facing with strong relationship management, aiming to uphold SLAs, drive improvements, and support pre-sales and project

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.
• Fluent in English; Dutch language skills are a plus.
• Knowledge of ITIL best practices; ITIL4 certification preferred.

Responsibilities

• Ensure IT and OT services meet SLA targets and contractual commitments.
• Own incident, problem, and change processes across IT/OT systems.
• Define and improve service delivery strategies, policies, and performance.
• Collaborate across IT, operations, and business teams to deliver integrated solutions.
• Identify and mitigate risks while ensuring business continuity and compliance.
• Support pre-sales and project transitions by representing service capabilities.
• Lead service review meetings, performance reporting, and customer escalations.

Skills

IT/OT service delivery

Customer relationship management

Stakeholder management

ITIL knowledge

Upsell and cross-sell

Fluent in English

Education

Bachelor's or Master's degree in IT/Engineering/Business

Job description

Job Title

IT Service Delivery Manager

Job Description

At Vanderlande, we support the systems behind the scenes automating warehouses, streamlining logistics, and making sure goods reach their destination on time and complete. As an IT Service Delivery Manager, you will be the go-to expert for service performance, working with the site based team at Schiphol

Your role

As an IT Service Delivery Manager, you will be the key point of contact for the service delivery of the IT and OT scope to support the customer’s advanced warehouse automation system; ensuring performance, reliability, and long-term customer success. This is a customer-facing role that requires strong relationship management skills, as you will work closely with Service Contract Manager, Site Based team and both internal and external support teams to oversee end-to-end service delivery across mission-critical environments.

In this role you will:

• Ensure IT and OT services are delivered as agreed, meeting Service Level Agreement (SLA) targets and contractual commitments.
• Own incident, problem, and change processes, keeping communication clear and consistent throughout the service lifecycle of IT/OT systems.
• Define and improve service delivery strategies, policies, and performance.
• Collaborate across IT, operations, and business teams to deliver integrated solutions.
• Identifying and mitigating risks while ensuring business continuity and compliance.
• Support pre-sales and project transitions by representing service capabilities and shaping deliverables.
• Lead service review meetings, performance reporting, and customer escalations.
• Adherence to the global standards, procedures and ways of working as defined at HQ Veghel. Provide feedback on improvement opportunities when applicable

Who you are

• Bachelor's or master’s degree in IT, Engineering, Business, or a related field.
• 8+ years of experience in IT/OT, with at least 3 years in service delivery or service management.
• Hands-on experience in enterprise-level service delivery (IT infrastructure, software, applications, networks, or control systems)
• Strong in customer relationships and stakeholder management; trusted by customers and respected by peers.
• Fluent in English (Dutch is a plus).
• Commercial mindset: you see opportunities for upsell and cross-sell opportunities such as retrofits, system enhancements, or service modifications within existing accounts.
• Knowledge of ITIL best practices; ITIL4 certification preferred.

What do we offer?

This position offers a competitive salary range of € 5.500 to € 6.700 per month (excluding 8% holiday allowance).

On top of your fixedsalaryyou’llreceive 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,- per 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 embraces diversity in all its forms. We welcome qualified applicants regardless of race, religion, gender, sexual orientation, age, or disability status.