Our client is looking for a Service Delivery Manager Fulfillment
Description
The Operations Partner Management team collaborates closely with internal stakeholders and external partners to ensure quality, efficiency, and sustainable service delivery.
Within Fulfillment, where this role is situated, the challenge is even greater.
The Fulfillment team is responsible for Fiber and Coax installations for residential and business customers. Today, we are in a phase you can rightfully call chaotic, demanding, and highly intense. Many processes are still being built, partners are undergoing transformation, and the day‑to‑day reality includes escalations, individual cases, and an urgent need for structural improvement.
That’s why we are looking for a hands‑on Service Delivery Manager who is not afraid to get their hands dirty — someone who uses insights from daily operational issues to build the foundations for a more stable, scalable, and quality‑driven Fulfillment ecosystem.
Responsibilities:
- Hands‑on Operational Improvement
- Investigate daily operational problems (Fiber & Coax)
- Identify patterns across individual cases and translate them into structural improvements
- Support colleagues by reducing firefighting load
- Create breathing space in the team by structuring work and improving clarity
Process Definition & Implementation
- Co‑design and improve processes — but more importantly:
- ensure they actually work in the field
- Challenge partners and internal teams on realistic execution
- Implement quality improvements based on practical insights and escalations
Partner & Stakeholder Management
- Collaborate intensively with external contractors;
- Follow up on escalations with Telenet (e.g., Mediation, Fiber PM teams)
- Engage in operational, tactical, and sometimes strategic discussions up to COO/CEO level
- Take ownership of long‑running problem cases and drive them to resolution
Bridge Between Strategy & Operations
- Maintain a helicopter view while being fully comfortable working through the details
- Convert daily findings into strategic improvement initiatives
- Act as a key link between processes, operations, partners, engineering, and customer impact
Competences
Must-have skills:
- Minimum 5 years of relevant experience in service delivery, operations, change, or process implementation
- Proven track record in hands‑on process implementation, not just design
- Strong ability to bring structure into chaotic environments
- Excellent cross‑functional collaboration skills
Technical affinity:
- Technical bachelor or master, or
- Equivalent experience
- Understanding of telco installation flows (Fiber knowledge is a significant plus)
- High stress tolerance and mature decision‑making
- Strong communicator; able to influence and challenge stakeholders
Nice-to-have skills:
- Experience with FttH installation processes and measurement workflows
- Experience with escalation management
- Change management experience
- Dutch and/or French
- Experience working with telecom contractors
Required languages:
- English – mandatory;
- Dutch – nice to have;
- French – nice to have.
