IT Service Delivery Manager

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

IT Service Delivery Manager

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.

• 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 fixed salary 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,- 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.

For more information contact [e-mail]