Service Delivery Manager

• Do you thrive in a role where you act as the trusted advisor to customers and take accountability for service performance and customer outcomes?   
• Do you enjoy balancing customer satisfaction, service excellence, continuous improvement, and commercial success while coordinating multiple stakeholders?   
• Would you like to be part of a collaborative international team that values ownership, development, and knowledge sharing?  

Practical Information:  

Location: Brussels, BE | Reports to: Team Lead - Services Success Manager | Work Arrangement: Hybrid | Visa Requirements: Valid working visa for Belgium | Language Requirements: Professional level English, Dutch and/or French, both written and verbal   

As our Service Delivery Manager, you will take end-to-end ownership of service delivery, ensuring high levels of quality, performance, and customer satisfaction. As the primary point of contact for your customers, you will build trusted relationships, proactively resolve challenges, align services with business needs, and identify opportunities for growth, acting as the bridge between customers and delivery teams to ensure consistently excellent service. 

Key Responsibilities  

• Customer Satisfaction & Customer Relationship: Own customer satisfaction outcomes, act as a trusted advisor across all stakeholder levels, and proactively address feedback and service concerns 
• Service Delivery Oversight: Ensure contracted services are delivered in line with agreed scope, quality standards, SLAs, and governance frameworks 
• Performance Management & Reporting: Monitor service performance, analyze trends, and lead service reviews with clear reporting, actions, and accountability 
• Issue Resolution & Risk Management: Lead major incidents, escalations, and risk management activities to ensure service continuity and customer confidence 
• Continual Service Improvement: Drive continuous improvement initiatives, process optimization, and automation to enhance service quality and efficiency 
• Commercial & Contract Management: Manage service financials, contractual compliance, SLAs, and commercial performance while protecting profitability 
• Strategic Planning & Growth: Align services with customer business goals and identify opportunities for service expansion, renewals, and growth 
• Team Collaboration: Coordinate delivery teams and partners, remove obstacles, and foster a culture of accountability and continuous improvement