Remote IT Service Delivery Manager - M365 & SIAM Specialist

Altherias; Amsterdam; Remote; EUR 90,000 - 120,000; Full time

Job summary

Altherias is seeking an IT Service Delivery Manager to lead L1 triage, major incident coordination, and service delivery across Europe, based in Amsterdam. You will manage a multi-supplier SIAM environment, maintain ServiceNow workflows, and own M365 workplace support.

You should have a Bachelor's in IT/CS/IS, 8+ years in IT service delivery, and an ITIL 4 Foundation certification. The role emphasizes vendor management, end-user computing, and cross-site retail support across Europe.

Qualifications

• Bachelor's degree in IT, CS, IS or related field.
• 8+ years of IT service delivery or service desk management experience.
• ITIL 4 Foundation certification mandatory; ITIL 4 Managing Professional is a plus.
• Hands-on ServiceNow experience: workflows, routing, reporting and dashboards.
• Solid vendor and SLA management in a multi-supplier SIAM environment.
• Experience supporting multi-site retail users across Europe.

Responsibilities

• Act as L1 triage: assess incidents and route to the right resolver groups.
• Coordinate major incidents end-to-end (M365/auth outages, store-down events).
• Run problem management to reduce recurring incidents.
• Manage service desk and lifecycle vendors in a SIAM setup, ensure SLA compliance.
• Maintain ServiceNow workflows, routing, reporting and dashboards.
• Own M365 workplace support: Outlook, Teams, Intune, Entra ID and JML.
• Manage device lifecycle and asset register.
• Support ~300 retail users across Europe (POS, connectivity, peripherals).
• Ensure service continuity through carve-out, cutover and hypercare.
• Report on SLA/KPI, aged tickets and CSAT via dashboards.

Skills

Incident management

Problem management

Vendor management

Service desk operations

End-user computing

Education

Bachelor's degree in IT/CS/IS

Tools

ServiceNow

Microsoft 365

Entra ID

Intune

Outlook

Teams

Job description

Altherias is seeking an IT Service Delivery Manager to lead L1 triage, major incident coordination, and service delivery across Europe, based in Amsterdam. You will manage a multi-supplier SIAM environment, maintain ServiceNow workflows, and own M365 workplace support.

You should have a Bachelor's in IT/CS/IS, 8+ years in IT service delivery, and an ITIL 4 Foundation certification. The role emphasizes vendor management, end-user computing, and cross-site retail support across Europe.