Service Delivery Manager

As a Service Delivery Manager, you are the link between Belnet and its “High Profile” clients, i.e., strategic clients with specific needs. You are responsible for the operational quality, continuity, and customer satisfaction of the services that Belnet provides to them. You act as the primary point of contact for clients regarding the operational delivery or modification of services, coordinating with internal and external stakeholders to ensure compliance with the agreed Service Level Agreements (SLAs).

Core Tasks

• Service Coordination and Monitoring: You monitor the agreed Service Level Agreements and ensure that operational performance (KPIs), such as lead time and quality, are achieved. You also closely track changes in the network.

• Client Relationships: You act as the central point of contact for clients and build sustainable client relationships. This includes periodic consultations about service delivery and actively managing expectations.

• Supplier Management: You coordinate with external suppliers and partners regarding service delivery and escalations.

• Governance: You build and implement sustainable governance. In this, you form the bridge between clients, the build team, and Belnet’s operational teams.

• Process Optimization: You analyze incidents, identify bottlenecks, and work to implement improvements.

• Reporting: You monitor performance and prepare periodic reports on the quality and performance of the provided services. You report these to both clients and internal management.

Profile

• You have at least 6 years of experience in IT Service Delivery Management in a government context, preferably the federal government.

• You have experience with ITIL processes (certification in ITIL v3/v4 is a plus).

• You have good knowledge of project methodologies (such as PRINCE2).

• You have experience with stakeholder management at various levels, including clients and suppliers.

• You have affinity with IT (network).

• You have strong organizational and planning skills, enabling you to maintain oversight and set priorities.

• You have excellent negotiation and networking skills to communicate with clients in a clear, diplomatic, and effective manner.

• You can work with large amounts of data to spot trends and analyze structural problems.

• You can motivate and coach people, thus fostering a culture of continuous feedback.

• You can communicate fluently in Dutch and French. You also have a good command of English.

• You are available for immediate deployment.