Service Delivery Manager

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Requirements:

• Native Dutch proficiency.
• Proficiency in the English language.
• 5 – 10 years of experience in communication with customers.
• Strong customer service orientation with strong interpersonal skills and a proactive attitude.
• Ability to act as consultant, advisor, customer advocate, and project leader.
• Ability to communicate effectively and interact with cross-functional teams.

Responsibilities:

• Define, document, agree, monitor, measure, report, and review the level of IT services provided according to the company’s governance model.
• Maintain and improve the relationship and communication with customers and the internal organization.
• Ensure that specific and measurable targets are developed for all IT services.
• Monitor and improve customer satisfaction in alignment with Manager Service Delivery.
• Oversee incident management processes, ensuring timely response and effective communication during service disruptions.
• Build strong client relationships acting as the main point of contact for escalations.
• Implement best practices and processes for efficient service delivery and continuous improvement.