Service Delivery Manager AI-Platform Development

SURFsara; Amsterdam; On-site; EUR 53,000 - 76,000; Full time

Benefits offered by this job

36 holidays per year

NS Business Card 1st class

Home working allowance

Job summary

SURF is seeking an experienced Service Delivery Manager to oversee day‑to‑day operational services for an AI hub serving Dutch educational and research institutions. You will ensure available, secure, and compliant services, monitor incidents, changes, and inquiries, and collaborate with the development team, service desk, and compliance officers to maintain high service quality.

You will independently set up and improve service delivery processes, support client onboarding, and drive continuous

Qualifications

• 3+ years in a comparable Service Delivery, IT Service Management, or operational IT role
• Experience keeping complex IT environments available, secure, and compliant
• Experience implementing or maintaining ISO 27001
• Experience with incident, change, and release management
• Experience writing documentation for various stakeholders, including technical users
• Extensive experience with stakeholder management and maintaining relationships with internal/external parties
• Proficiency in Dutch and English; English is the working language

Responsibilities

• Coordinate audits and monitor compliance with security and compliance requirements
• Lead during incidents and crisis situations and ensure proper follow‑up
• Coordinate change management and product updates and monitor release quality
• Support onboarding of new clients and ensure proper integration
• Coordinate with customers, internal suppliers, and other stakeholders on service quality and continuity
• Organize the agile workflow and document agreements in Confluence, Jira, GitLab
• Identify areas for improvement in processes, products and documentation and address them

Skills

Stakeholder management

Incident management

Change management

Release management

Documentation

Dutch language

English language

ISO 27001

Agile

Education

HBO/WO degree

Tools

Confluence

Jira

GitLab

Job description

Would you like to use your technical expertise and project management skills to contribute to a groundbreaking AI application for Dutch higher education and research institutions? Together with an enthusiastic team, we’re developing an independent AI platform that guarantees sovereignty and privacy without relying on major cloud providers. Following a successful pilot, we are now collaborating with universities, universities of applied sciences, and vocational schools. Are you enthusiastic and ready to take on the responsibility of leading the team’s day-to-day operations? Then read on!

Where you will work

SURF is the ICT cooperative for Dutch educational and research institutions. Together with them, we work on digital services and complex innovation challenges to enhance the quality of education and research.

You’ll have the freedom to make architectural decisions, explore new technologies, and develop proofs of concept into production‑ready solutions. You’ll also tackle issues related to cloud architecture, scalability, security, data integrity, and AI ethics. In this way, you’ll directly contribute to an infrastructure that makes Dutch education future‑proof.

Working at SURF means working for a unique and open organization. You can see this in everything: the organizational structure, the composition of the project teams, the culture in our offices, and the atmosphere among colleagues. SURF offers excellent employment conditions and takes a flexible approach to work‑life balance. Employees enjoy working independently. In addition, everyone is given the space and freedom to apply and develop their talents as effectively and broadly as possible.

The team you will join

What you will do

As a Service Delivery Manager, you are responsible for the day‑to‑day operational services of the AI hub. You ensure that educational and research institutions can rely on available, secure, and compliant services. You monitor service continuity and quality and ensure that incidents, changes, and customer inquiries are addressed in a timely and thorough manner. In doing so, you work closely with the development team, system administrators, the service desk, and compliance officers, and you ensure alignment between the various processes and disciplines.

Within the applicable frameworks, you will independently set up the processes and procedures related to service delivery and ensure their continuous improvement. You will monitor the quality of releases, support client onboarding, and ensure that client inquiries are handled professionally. In doing so, you will look beyond resolving individual issues and initiate structural improvements to processes, products, and documentation.

Other responsibilities include:

• You coordinate audits and monitor compliance with relevant security and compliance requirements;
• You take the lead during incidents and crisis situations and ensure proper follow‑up and evaluation;
• You coordinate change management and product updates and monitor the quality of releases;
• You support the onboarding of new clients and ensure they are properly integrated into the service;
• You coordinate with customers, internal suppliers, and other stakeholders at the operational and tactical levels regarding the quality and continuity of service delivery;
• You organize the agile workflow, facilitate knowledge sharing, and ensure that agreements and processes are properly documented in tools such as Confluence, Jira, and GitLab;
• You identify areas for improvement in processes, products, and documentation and ensure that these are actually addressed.

Your skills and experience

You are an experienced and hands‑on Service Delivery Manager who easily navigates between operational issues, process improvement, and various stakeholders. You take responsibility, maintain an overview, and know how to motivate people when necessary. You are proactive and decisive, with a strong focus on quality, continuous improvement, and the safe and reliable delivery of services.

In addition, you have:

• At least 3 years of experience in a comparable Service Delivery, IT Service Management, or operational IT role;
• Demonstrable experience in keeping complex IT environments available, secure, and compliant, as well as in implementing or maintaining ISO 27001;
• Experience with incident, change, and release management;
• Experience writing documentation for various stakeholders, including technical users;
• Extensive experience with stakeholder management and maintaining relationships with various internal and external parties;
• Proficiency in Dutch and English, both verbally and in writing. English is the working language within the team.

It is an advantage if you:

• Have programming experience and can develop your own tools to automate tasks, such as agents or automated tests;
• Hold an Agile, CISM, CISSP, or CISA certification.

Prior to starting this job, a VOG must be presented.

SURF takes pleasure in doing its recruitment itself; acquisition is therefore not appreciated.

Location Science Park, 140, 1098 XG, Amsterdam, Netherlands Degree HBO/WO Employment Fixed term with permanent employment intention Salary €4791 - €6845 Hours per week 32 to 40 hours Deadline 21 October 2026 Substantive questions Nicolas Renaud
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• 36 holidays per year (based on a 40‑hour working week)
• An NS Business Card 1st class
• Home working allowance

One more thing...

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