Service Delivery Manager

Job description

Start Date: ASAP

We are looking for an experienced Service Delivery Manager to oversee service desk operations and ensure high-quality IT service delivery to business stakeholders. The role involves managing service performance, coordinating support teams, and ensuring that services meet agreed SLAs and customer expectations.

Key Responsibilities:

• Manage and oversee IT service desk operations and service delivery processes
• Ensure SLA compliance , service quality, and continuous improvement
• Coordinate with technical teams, stakeholders, and vendors to resolve incidents and service issues
• Monitor incident, problem, and change management processes
• Provide regular service performance reports and insights to management
• Lead and mentor service desk teams to maintain operational efficiency
• Identify opportunities to improve service delivery processes and customer satisfaction

Required Skills:

• Strong experience in Service Delivery Management and Service Desk Operations
• Knowledge of ITIL processes (Incident, Problem, Change Management)
• Experience managing support teams and stakeholder communication
• Strong leadership, communication, and problem-solving skills

Location: Amsterdam, Netherlands (Onsite Role)