Service Delivery Manager (0.8 FTE)

Location: Rijswijk, the Netherlands

Purpose of the job

In this role, you will be in close contact with our business departments to draft and maintain service level agreements based on business needs with internal and external customers and suppliers. You will ensure that ICT services are delivered in line with the agreed service definitions and manage complex incidents adequately to avoid escalations. You are responsible for directing and improving our ICT service management processes. This includes Incident, Problem, Change & Release, and Configuration Management. Your challenge is to align these processes in a dynamic environment, where both agility and stability is required.

Key accountabilities

  • Optimal service delivery and service integration in a multi-vendor environment
  • Draft SLA’s with our business partners, maintaining efficiency and costs
  • Prepare contracts and SLA’s with suppliers
  • Contract and supplier management, based on adequate KPI’s
  • Set-up, promote and maintain the ICT service catalogue
  • Report on the services delivered on a regular basis, develop KPI dashboards
  • Direct and monitor ICT service management process improvement
  • Manage complex multi-party incidents and first line escalations
  • Monitor the performance of the ICT Service Desk and the progress of the tickets
  • Control customer satisfaction by conducting evaluations

Knowledge, skills & Qualifications

  • Bachelors degree or equivalent work experience
  • 5 years of relevant experience in a similar role in a multi-vendor environment
  • Effectively influencing of management, professionals and suppliers
  • Ability to maintain sustainable and effective professional relationships
  • ITIL certified, knowledge of the latest (ITIL) service management developments
  • Experience with Prince2 methodology and Agile/Scrum
  • Affinity with logistics and business processes
  • Excellent verbal and written communication skills in English


  • Customer- and Service oriented
  • Communication and negotiation skills
  • Continuous (process) improvement
  • Persuasiveness
  • Personal organising and development


For further information about this vacancy please contact the Human Resources Department; Nalynie Biekhram via email
All applications will be dealt with in the strictest confidence.