Open role
Service Delivery Manager
IQ Staffing B.V.
About the role
Service Delivery Manager
Are you an experienced Service Delivery Manager who can strengthen IT service governance during a major outsourcing transition? For a leading financial services organisation, we are looking for a professional who combines ITIL process ownership, supplier management and project delivery.
You will join a small Service Integration team responsible for the quality, continuity and continuous improvement of IT services. This is a hands-on role with genuine influence on how internal IT teams and external service providers work together.
The organisation is transferring part of its IT services to external partners. Your main assignment is to structure and mature the IT service processes required to support this transition.
You will operate at a tactical level, translating strategic objectives into clear processes, supplier agreements and measurable improvements. You will monitor operational performance, but this is not purely a run or reporting role. You are expected to identify issues, initiate improvements and ensure that agreed changes are implemented.
No two days will be the same. You may discuss the progress of an improvement programme with internal stakeholders, work with a supplier to implement new service agreements or coordinate communication during a major IT disruption.
What you'll do
As Service Delivery Manager, you will:
Own and improve ITIL processes, including incident, problem, change and service level management
Manage relationships with external IT suppliers
Monitor compliance with contracts, SLAs and KPIs
Hold service providers accountable for quality, performance and agreed improvements
Lead service improvement initiatives and related projects
Identify process-level improvements and oversee their implementation
Coordinate stakeholders across internal IT, DevSecOps teams and external partners
Support coordination and communication during major incidents
Highlight recurring problems and ensure that the relevant teams take action
Contribute to the continued development of the SIAM and service-governance model
Take over responsibilities from colleagues when required
Expected results
Your work will contribute to:
Effective and professional supplier relationships
Successful delivery of improvement initiatives and projects
Proactive implementation of service-process improvements
Consistent adherence to operational IT SLAs and KPIs
A mature governance structure for outsourced IT services
Clear ownership across internal teams and external partners
What you'll bring
You are a confident Service Delivery Manager who takes ownership and follows through. You can challenge suppliers constructively, align stakeholders with different interests and turn improvement proposals into measurable results.
You have:
Proven experience as a Service Delivery Manager, Service Integration Manager or SIAM Lead
Hands-on responsibility for ITIL processes such as incident, problem, change and service level management
Project management experience
Experience managing external service providers, contracts, SLAs and KPIs
Strong stakeholder-management and organisational skills
The ability to coordinate effectively during complex or high-pressure situations
Excellent command of English
Knowledge of ITIL, SIAM and project-management methods
An entrepreneurial, proactive and results-oriented approach
A strong sense of ownership and a desire to improve service quality with the team
The key differentiator
You have supported an IT outsourcing transition from the customer side, preferably within banking, payments, cards or another regulated environment.
Experience running ITIL processes in a steady-state environment alone is not sufficient. This assignment requires someone who understands the operational and governance challenges of transferring services to external partners.
Pure project managers without service-management ownership and operational ITSM specialists without supplier-governance experience are unlikely to fit the role.
What you can expect
A central role in a major IT outsourcing transition
Direct influence on the future service-integration model
A varied assignment combining operations, governance and change
Close collaboration with internal IT teams and external suppliers
A professional environment where service quality, security and accountability matter
A secondment contract for the duration of the assignment