Service Delivery Manager

We are looking for a Service Delivery Manager to lead and manage the delivery of managed services across a portfolio of clients.

You act as a trusted partner, ensuring high-quality service delivery, operational stability, and continuous improvement. You maintain full visibility of service performance and proactively take action where needed.

You work closely with delivery teams, client stakeholders, and partners, acting as the single point of accountability for service performance and client satisfaction.

To support continuous improvement and growth, you proactively identify and develop new business opportunities within the existing managed client portfolio, helping clients further optimize their operations and achieve greater business value.

What You Will Do

• Act as primary point of contact for clients and own the service relationship
• Manage end-to-end service delivery (run, improve, govern)
• Monitor and ensure SLA and KPI performance
• Ensure Compliance (Personal data, Certification and control frameworks)
• Lead service reviews and provide reporting via dashboards and metrics
• Coordinate and resolve escalations and critical issues
• Manage planning, budgets, and financial performance
• Drive continuous improvement initiatives and service roadmap
• Manage cross-functional teams (onshore, nearshore, offshore, partners)
• Ensure effective knowledge transfer and service continuity

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What You Will Bring

• Proven experience in Service Delivery Management
• Strong client engagement and stakeholder management skills
• Experience managing service performance, SLAs, and escalations
• Ability to manage budgets, planning, and delivery governance
• Strong communication and leadership capabilities
• Experience working in distributed/global teams
• Fluent in English and Dutch (French is a strong plus)

About You

• Client-centric and ownership-driven mindset
• Strong focus on quality, accountability, and continuous improvement
• Collaborative team player within a “One Team” model
• Proactive, structured, and results-oriented

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