IT Service Delivery Manager for managed services

You are responsible for the partner governance and day-to-day management of the external partners.

You ensure that the partners deliver high-quality services in line with the contract (inc. budget) that support the business strategy and objectives.

You monitor and report on the performance of the partners against the service level agreements and key performance indicators, and identify and implement improvement opportunities and best practices to enhance the service delivery and customer satisfaction. 

You embed a culture of continuous improvement with the partners and the internal IT organisation.

You are a liaison between TVH and the partners making sure the different ITSM processes (E.g. incident management, change management) are being executed as agreed in the contract. 

You manage the relationship and communication with the partners and the internal IT stakeholders, coordinate and facilitate the resolution of any issues or escalations that may arise between the partners and the internal IT organisation. 

You safeguard the smooth integration of the partner’s services within the internal IT organisation and ensure that there is a seamless coordination and compliance with TVH policies, procedures and regulations. 

You propose and facilitate optimisations on the internal way of working in order to have a successful integration of our partner(s) in the TVH landscape.

You further expand the TVH practise of managing managed service partners including the development of content, tools, processes, and activities performed by the Service Delivery Manager.

You facilitate the management of change (change ambassador) within the TVH organisation and WOW (way of working).

You ensure that the partners meet or exceed the quality standards and expectations defined in the service level agreements, and provide regular feedback and recommendations to the partners and the internal IT organisation.

You conduct regular operational and service review meetings with the partners to discuss performance, feedback, and areas for improvement/enhancements

and make sure both TVH and partners follow-up on the agreed actions.

You develop strong relationships with partners and TVH executive managers and sponsors, and become an advisor at multiple levels of management.

You proactively manage risks, issues, and contract changes impacting operational delivery, performance and excellence.

You support the onboarding and offboarding of the partner organisations.

You act as responsible contract owner for the different contracts in your scope and follow-up on the agreed budget, including validation and approval of invoices.

You hold a Master degree in ICT or equivalent by experience

Min 10 years of relevant professional experience

You can rely on a minimum of 5 years of experience in IT service delivery or have a proven track record where similar skills were required. 

You have experience with managing external IT managed service providers.

You have a good understanding of IT infrastructure and application development.

Having an in-depth knowledge of IT Operations processes is a plus. 

Strong knowledge of the ITIL framework and experience with ITIL Service management tooling.

You have proven experience in budgeting, cost management, and financial planning.

You have experience managing large and/or complex contracts.

You have strong people skills and have excellent interpersonal, written and verbal communication skills.

You are used to working under pressure and take on a flexible attitude. 

You have a good sense of responsibility and initiative. 

Able to work independently and collaboratively.

Able to communicate effectively at executive levels within TVH and within the partner organisation.

You have a continuous improvement mindset.

Willing to continue to learn and pick up new information quickly.

Highly motivated to work in a challenging environment.

You are a Team player.

You are a problem solver who is driven by results.

You are willing to travel up to 10% of the time.

You speak English fluently.

An attractive salary package with extra-legal benefits such as group and hospitalization insurance, luncheon vouchers, corporate restaurant, ...

An exciting position in an international company with a family atmosphere where people are at the center.

You are part of a dynamic entrepreneurial team that is fast-growing and at the center of the transformation. 

You arrive in an innovative, progressive and technological environment.

Numerous opportunities for personal development, among other things through permanent guidance and professional (internal/external) training courses.

Fun afterworks and other optional events (e.g. TVH Kaffee).