Senior IT Service Delivery Manager
The Senior IT Service Delivery Manager is responsible for end-to-end IT service delivery performance, ensuring services are delivered in line with ITIL best practices, SLAs, and business expectations. This role acts as a key bridge between business stakeholders, IT operations, and service providers to ensure high-quality, reliable, and continuously improving IT services. The ideal candidate will have strong experience in IT Service Delivery Management, ITIL processes, and stakeholder management.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Contract: 12 months (subject to extension).
Location: Amsterdam, Netherlands.
Salary: Not a constraint for the right candidate!
Experience: 8-10 years.
Hybrid: 2 days Work from Home 3 days Work from Office
Your Profile & DNA:
The Service Delivery Manager (SDM) is responsible for end-to-end IT service delivery performance, ensuring services are delivered in line with ITIL best practices, SLAs, and business expectations. The role acts as a key bridge between business stakeholders, IT operations, and service providers to ensure high-quality, reliable, and continuously improving IT services.
Roles & Responsibilities
1. ITSM Service Ownership
- Own and govern ITSM processes including:
- Incident Management
- Problem Management
- Change Management
- Request Fulfilment
- Ensure effective execution of ITIL-based processes across IT operations
2. Service Performance Management
- Track and report key service metrics including:
- SLAs (Service Level Agreements)
- KPIs (Key Performance Indicators)
- CSAT (Customer Satisfaction)
- MTTR (Mean Time to Resolve)
- Ensure service quality standards are consistently met or improved
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3. Service Governance & Reporting
- Lead regular service review meetings with stakeholders
- Provide transparent reporting on service performance and risks
- Drive accountability across internal teams and vendors
4. Incident & Escalation Management
- Manage major incidents and critical escalations
- Ensure timely resolution and communication during service disruptions
- Coordinate cross-team resolution for high-priority issues
5. Vendor & Stakeholder Management
- Coordinate with service providers, vendors, and internal IT teams
- Ensure vendor performance aligns with contractual SLAs
- Act as primary point of contact for service delivery discussions
6. Continuous Improvement
- Identify opportunities for service optimization and process improvement
- Drive ITIL maturity and process standardization
- Implement data-driven improvements to enhance service efficiency
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7. ITIL Compliance & Governance
- Ensure adherence to ITIL framework and organizational standards
- Drive maturity growth of ITSM processes
- Maintain governance and compliance across IT operations
Qualification & Experience
- A Bachelor's or Master's Degree or equivalent.
- Strong experience in IT Service Delivery Management
- Deep understanding of ITIL processes (Incident, Problem, Change, Request)
- Experience managing SLAs, KPIs, CSAT, MTTR metrics
- Strong experience in major incident and escalation management
- Proven experience working with cross-functional IT teams and vendors
- Strong stakeholder management and communication skills
Preferred Skills
- Experience in large enterprise IT environments
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management)
- Experience in driving service transformation or ITIL maturity programs
- Data-driven reporting and analytics experience
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Key Competencies
- Strong leadership and coordination skills
- Analytical and problem-solving mindset
- Excellent communication and stakeholder engagement
- Ability to manage pressure in critical situations
- Continuous improvement mindset
What do we offer?
If your profile matches the job requirement and you are interested to be presented to our clients, then please apply and don’t forget to attach your updated CV in line with the JD!
This position is for 1 year with possibility of extension. We offer competitive Gross Salary in line with the market standard.
Besides that, we offer following benefits, such as:
- 20 days of holiday per year
- Encourage Personal Development - Certification (Certification Charges reimbursed)
- Income Tax Return Filing
- We provide Visa Sponsorship for Candidate & Dependants
- Possibility of bonus
Who we are:
A2G Consulting also known as "A2G Technologies" is one of the fastest growing staffing companies in North Brabant region, Netherlands. We cater to Asia and Europe market focusing on high tech & non-high-tech clientele; headquartered in Eindhoven, Netherlands with a branch office in India (Bangalore & Pune) & Dubai. We successfully find a candidate and ensure that they get opportunities in line with their aspirations. We offer visa sponsorship for local & international candidates for career-enhancing opportunities. We strongly believe in equal opportunities and hence have a pool of resources with diversified ethnicity.
You will be deployed and work at one of our client sites.
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