We are scouting for 2x Service Delivery Managers, 1x Junior AND 1x Senior candidate. Both roles are hybrid (2 days onsite / 3 days WFH) in the Brussels city centre over an initial duration of 12 Months (plus a high likelihood of extensions)
Contractual details
Duration: 12 Months Initially (Extendable)
Location: Brussels, Belgium (2 days onsite / 3 days WFH)
Freelance / B2B contract
Full-time / 5 days per week
Language Requirements: Dutch AND/OR French + English
About the Roles:
We are seeking 2X talented IT Service Delivery Managers to join our team and lead our helpdesk and service management teams. In these roles, you will be responsible for the overall management of IT services, ensuring their efficient delivery and continuous improvement.
Key Responsibilities:
- Team Leadership: Lead and manage a team of IT professionals, fostering a positive and collaborative work environment.
- Service Management: Oversee the end-to-end lifecycle of IT services, from planning and design to delivery and support.
- SLA Management: Develop, negotiate, and monitor service level agreements (SLAs) to ensure service quality and customer satisfaction.
- Incident Management: Implement and manage incident management processes to minimize service disruptions.
- Capacity and Availability Planning: Plan and optimize IT service capacity to meet business needs.
- Supplier Management: Manage relationships with external service providers and ensure they deliver on contractual obligations.
- Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery and efficiency.
- Helpdesk and Service Management: Support the helpdesk and service management teams in their daily operations, ensuring efficient ticket resolution and service delivery.
- Service Level Management: Assist in the development, implementation, and monitoring of service level agreements (SLAs) to maintain service quality and customer satisfaction.
- Incident Management: Contribute to incident management processes, including incident response, resolution, and post-incident analysis.
- Capacity and Availability Planning: Support capacity planning activities to ensure adequate resources are available to meet service demands.
- Reporting and Analysis: Generate regular reports on service performance metrics and identify areas for improvement.
- Stakeholder Management: Collaborate with internal and external stakeholders to understand their needs and align IT services accordingly.
Qualifications and Experience:
- Proven experience in IT service delivery management, including team leadership and SLA management.
- In-depth knowledge of ITIL frameworks and best practices.
- Strong understanding of IT infrastructure and operations.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Fluency in at least one national language.
Key Competencies:
- Leadership: The ability to lead and motivate teams.
- Strategic Thinking: The ability to think strategically and plan for the future.
- Customer Focus: A strong focus on customer satisfaction and delivering exceptional service.
- Problem-Solving: The ability to identify and resolve complex issues.
- Adaptability: The ability to adapt to changing circumstances and priorities
