Service Delivery Manager
Lely
Service Delivery Manager
Lely is seeking a Service Delivery Manager to ensure reliable and future-ready IT services, working at the intersection of business, IT, and suppliers. The role involves end-to-end ownership of IT services, managing SLAs and KPIs, and driving continuous improvement. Candidates need at least 5 years of IT Service Management experience, ITIL certification, and fluency in Dutch and English.
Service Delivery Manager
Lely is seeking a Service Delivery Manager to ensure reliable and future-ready IT services, working at the intersection of business, IT, and suppliers. The role involves end-to-end ownership of IT services, managing SLAs and KPIs, and driving continuous improvement. Candidates need at least 5 years of IT Service Management experience, ITIL certification, and fluency in Dutch and English.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Preferred Qualifications
Technical (Nice-to-have)
Key Responsibilities
- Taking end-to-end ownership of one or more IT services and ensuring they continue to deliver value to the business.
- Defining, maintaining and monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and service KPIs.
- Leading service reviews, analysing performance trends and translating insights into concrete improvement initiatives.
- Bringing together business stakeholders, IT teams and suppliers to align priorities and continuously improve service quality.
- Managing service risks, dependencies and supplier performance while safeguarding continuity and reliability.
- Providing clear reporting and recommendations on service performance, improvement opportunities and strategic roadmap decisions.