Service Delivery Manager

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

We are looking for an IT Service Delivery Manager for a key client based in Amsterdam, Netherlands.

• Act as L1 triage layer: assess incidents and route them to the right resolver groups
• Coordinate major incidents (M365/authentication outages, store-down events) end-to-end
• Run problem management to reduce recurring incidents
• Manage service desk and lifecycle vendors in a multi-supplier SIAM model, ensuring SLA compliance
• Maintain ServiceNow workflows, routing, reporting and dashboards
• Own M365 workplace support: Outlook, Teams, Intune, Entra ID and JML
• Manage the device lifecycle (Windows/Surface, mobile, iPad) and the asset register
• Support ~300 retail users across Europe (POS, connectivity, store peripherals)
• Ensure service continuity through carve-out, cutover and hypercare
• Report on SLA/KPI, aged tickets and CSAT through management dashboards
• Bachelor's degree in IT, Computer Science, Information Systems or a related field
• 8+ years of experience in IT service delivery or service desk management
• ITIL 4 Foundation certification (mandatory); ITIL 4 Managing Professional is a plus
• Strong ITIL practice in incident, problem and change management
• Hands-on ServiceNow experience: workflows, routing, reporting and dashboard creation
• Proven vendor and SLA management experience, ideally integrating a managed service desk in a multi-supplier SIAM environment
• Solid expertise in end-user computing and Microsoft 365: Entra ID, Intune, Teams, Outlook, JML, device lifecycle management
• Experience supporting multi-site retail users and stores across Europe, including POS and store peripherals
• Nice to have: ServiceNow certifications, SIAM/COBIT, AIOps tools, Mimecast, Netskope, and knowledge of Cegid, Teamwork Commerce, Magento, SAP, SuccessFactors, Concur/Egencia, QlikSense/Domo
• Nice to have: Service delivery experience within premium fashion, apparel, or luxury retail sectors (e.g., comparable to Aesop, Burberry, Levi's).
• Dutch is a plus
• Amsterdam, Netherlands (Full Remote, with up to 1 day per month on-site if needed)

Ready to take your career to the next level and join an international and dynamic environment?