Our client is looking for a Medior Service Delivery Manager
Context
Digital Business Solutions (DBS)
The DBS department empowers all business units with evolving technologies and autonomous computing capabilities. Within DBS, the IT Infrastructure department manages the infrastructure, and operates systems and applications that underpin our information systems.
Infra Service Delivery Team
The IT Infra Service Delivery Team is responsible for ensuring the reliable, secure, and efficient delivery of IT infrastructure services that support business operations and enable organizational goals.
The team acts as the bridge between infrastructure technologies, service providers, and business stakeholders, ensuring that infrastructure services are delivered in line with agreed service levels, business priorities, and industry best practices.
As a key member of the team, you are responsible for ensuring the quality, availability, and performance of IT infrastructure services delivered to internal customers.
You ensure reliable, customer-focused service delivery, working closely with technical teams, support functions, external vendors, and business stakeholders.
Your role directly contributes to business continuity, user satisfaction, and the continuous evolution of the organization’s IT landscape.
Role Overview:
As Infra Service Delivery Manager, you will alternate deployment coordination with peers, establish a service-oriented delivery framework, and ultimately lead service delivery interactions with our internal customers.
Key Responsibilities:
Service Transition Orchestration & Market Standards
- Serve as the Infrastructure SPOC for the CMS, utilizing experience in energy market standard transitions (MIG4 to MIG6) to orchestrate service delivery and ensure strict alignment with Settlement, Metering, and Reconciliation flows.
- Act as the Strategic Point of Contact for impact and risk assessment of project-driven changes on operational activities, with a specific focus on critical third-party ecosystems (e.g., CMS).
Process Industrialization & Governance Frameworks
- Drive the industrialization of service operations by implementing “Shift-Left” infrastructure validation frameworks and automated “Standard Change” catalogs to reduce operational friction and accelerate deployment lifecycles.
- Define and enforce strict technical Quality Gates and Non-Functional Requirements (NFR) governance to guarantee production environment predictability and seamless integration of heterogeneous integration layers and third-party managed middleware (eg. MuleSoft, CMS)
- Architect process and efficiency enhancements by leveraging IT standards and emerging innovations to optimize service delivery and operational performance.
Deployment Steering & Operational Lifecycle
- Engineer the Global Implementation Plan (IMP) for major application releases and infrastructure transformations, coordinating the execution of all cross-functional deployment activities.
- Lead the deployment lifecycle for minor and major releases, optimizing resource allocation to meet stringent delivery schedules and business priorities.
- Govern environment lifecycle management, including the strategic preparation, refresh, and execution of environment readiness protocols.
- Direct operational governance through active participation in CAB and release review meetings, ensuring that documentation, reporting, and “work-in-progress” statuses align with enterprise standards.
- Stay current with IT standards and innovations, proactively sharing insights to foster a culture of continuous learning within the team.
Service Delivery Operations (Run & Maintain)
- Monitor and govern day-to-day service delivery to ensure all customer needs and contractual SLAs (quality, timeliness, and cost) are consistently achieved.
- Oversee the end-to-end maintenance life cycle (evolutive, preventive, corrective) of delivered services to guarantee long-term stability.
- Serve as the primary customer liaison, managing requests, concerns, and feedback to maintain high levels of stakeholder satisfaction.
- Drive the resolution of complex incidents and problems in close collaboration with technical teams and external suppliers.
- Manage the Change Request process, assessing operational impacts and coordinating seamless implementations.
- Analyze service performance metrics to identify trends, define improvement areas, and implement decisive corrective actions.
- Contribute to the Service Delivery foundation by defining and implementing core guidelines, principles, and operational standards.
Skills
- Proven experience in Release Management
- Proven Experience with MIG4 and/or MIG6
- Proven experience with people coordination (cross team)
- Proven experience with agile methodology
- Expérience démontrable comme Service Delivery Manager // Aantoonbare ervaring als Service Delivery Manager
- Expérience démontrable dans la gestion des SLA // Aantoonbare ervaring met opvolging van SLA's
- Fluent in English
- Fluent in French or Dutch
- Higher degree (Bachelor or Master)
- Expérience démontrable avec ITIL // Aantoonbare ervaring met ITIL
- Expérience démontrable en service management (incident, problem et change management) // Kennis van service management (incident, problem en change management)
