Service Delivery Manager

Lely; Maassluis; Hybrid; EUR 65,000 - 94,000; Full time

Benefits offered by this job

International environment

Up to 8 weeks vacation per year

Pension scheme

Hybrid work policy

Campus sports facilities

Job summary

Lely is seeking a Service Delivery Manager to own IT services, ensuring value delivery for the business from the Campus in Maassluis. You will bridge business, IT and suppliers, monitor performance, and drive improvements that align with strategic priorities.

You will work in a hybrid setup, leveraging ITIL processes and dashboards to report on service quality and risk, while coaching teams to mature service management across the organizatio n.

Qualifications

• At least 5 years in IT Service Management
• ITIL Foundation certification
• Experience with SLA, OLA, KPI frameworks
• Strong analytical skills using service performance data
• Experience managing stakeholders in complex organizations
• Fluent in Dutch and English

Responsibilities

• Taking end-to-end ownership of IT services and ensuring they deliver value.
• Defining, maintaining and monitoring SLAs, OLAs and service KPIs.
• Leading service reviews, analysing performance trends and translating insights into improvements.
• Bringing together business stakeholders, IT teams and suppliers to align priorities.
• Managing service risks, dependencies and supplier performance while safeguarding continuity.
• Providing clear reporting and recommendations on service performance and roadmap decisions.

Skills

ITSM

ITIL

SLA/OLA/KPI

Stakeholder mgmt

Data analysis

Supplier management

Dutch language

English language

Education

HBO/WO

Tools

ITSM tooling

Service dashboards

Job description

What is your role?

At Lely, reliable and future-ready IT services are essential to support innovation, growth, and collaboration across the organization. As Service Delivery Manager, you play a key role in making that happen. You ensure that colleagues can rely on high-quality IT services that create real value for the business, while helping SSC IT further strengthen its service-oriented way of working.

In this role, you work at the intersection of business, IT and suppliers. One moment, you are discussing service performance and business priorities with stakeholders. The next, you are working with internal teams and external partners to identify opportunities, improve service quality and increase business value. Your ability to connect people, insights and objectives helps translate operational performance into meaningful improvements.

As SSC IT continues to mature its service management capabilities, you will have the opportunity to influence how service ownership, governance and service delivery are embedded within the organization.

Key Responsibilities Include

• Taking end-to-end ownership of one or more IT services and ensuring they continue to deliver value to the business.
• Defining, maintaining and monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and service KPIs.
• Leading service reviews, analysing performance trends and translating insights into concrete improvement initiatives.
• Bringing together business stakeholders, IT teams and suppliers to align priorities and continuously improve service quality.
• Managing service risks, dependencies and supplier performance while safeguarding continuity and reliability.
• Providing clear reporting and recommendations on service performance, improvement opportunities and strategic roadmap decisions.

You enjoy creating structure in complex environments and bringing together people with different perspectives and priorities. Through a combination of analytical thinking, stakeholder management and a strong customer focus, you know how to turn service insights into improvements that make a visible impact on the business.

Additionally, You Bring The Following

• HBO or WO working and thinking level.
• At least 5 years of experience within IT Service Management, preferably as a Service Delivery Manager, IT Service Manager, Service Owner or a comparable business-facing IT role.
• ITIL Foundation certification and practical experience with ITIL-based service management processes.
• Experience with SLA, OLA, KPI and service review frameworks.
• Strong analytical skills and experience using service performance data, incident trends and customer feedback to drive improvements.
• Experience managing stakeholders within complex organizations.
• Understanding of IT governance, operational risk management, service continuity and compliance.
• Knowledge of supplier management and contract governance.
• Fluency in Dutch and English, both written and spoken.

Considered a Plus

• Experience in an international organization.
• Experience with ITSM tooling and service reporting dashboards.
• Experience coaching colleagues and sharing knowledge within a service management team.

Do you recognize yourself in most of these qualifications, but not all of them? We would still love to hear from you. We believe diverse perspectives and experiences help us build stronger teams and better solutions.

For this position, a pre-employment screening applies, consisting of a Certificate of Conduct (VOG) and a background/integrity check. Due to the access to sensitive information and customer data, we place great importance on a careful assessment. The screening must be successfully completed before you can start employment with us. We cover the cost of the VOG application and, of course, handle your personal data with care, in accordance with our privacy statement.

What you can expect from us

• An international working environment withopportunitiesfor own initiative and entrepreneurship.
• Excellent working conditions, including up to 8 weeks of vacation per year and a good pension scheme.
• A salary within the scale of € 5.867,- to € 8.381,- gross per month, in which we like to see opportunities for growth from your starting salary towards the future.
• You have theoptiontoparticipatein a preventive medical examination.
• During the Christmas period, Lely closes its door for two weeks.
• Good growth opportunities: you are in control of your development and can choose from various training courses through our Lely Academy,from personal development to job‑specific training.
• Our modern Lely Campus offers daily access to extensive sports facilities: an indoor gym, outdoor padel courts, an outdoor basketball and volleyball court, tabletennisand table soccer. You can joinHyroxworkouts or sign up for personal training - and challenge your colleagues during an active break.
• Enjoy fresh coffee and tea from our own barista, with milk straight from our farm, as well as a healthy and affordable company restaurant.
• A healthy work‑life balance thanks to our hybrid work policy: you work at least three days a week on Campus, with flexible working hours and plenty of room to spend extra time on site (between 06:00 and 20:00).
• A free shuttle bus will take you to and from the metro inMaassluis, so your workday starts and ends smoothly.
• Successes need to be celebrated: from anniversaries to Christmas parties - at Lely we know how to do it!

About Lely

We believe in a sustainable, profitable, and enjoyable future for dairy farmers by combining robotics, engineering, and farming expertise.

It all started in 1948 with the dream of two brothers in Maassluis. Since then, we have become an innovative leader in automated systems for dairy farmers around the world. With more than 2,600 specialised professionals, we continuously work on the next agricultural revolutions. We do this not only from our Campus in Maassluis, a building that has achieved the highest possible sustainability standards in the Netherlands, but also across the globe. Our goal is to keep dairy farming attractive for future generations.

Olaf Smid

If you can’t find certain information in this vacancy, you can reach out to us via WhatsApp.

Please note that we do not process job applications through WhatsApp due to privacy regulations (GDPR). You can apply via the apply button on this page.