Service Delivery manager

Talencia Consulting is currently looking for a RUN Service Delivery Manager for one of his clients.

Location: Brussels
Start Date: ASAP
Duration: 1 Year
Language: FR or NL + AN
Homeworking: Partially remote

Mission:

The SDM will be responsible for optimizing IT service management, improving the user experience, and ensuring alignment with the company's strategic objectives.
Responsibilities:

• IT Service Management: Overseeing the quality of IT services, rigorous monitoring of SLA/OLAs, and implementation of ITSM tools (ServiceNow, Ivanti, BMC, Jira Service Management, etc.).
• Continuous Improvement: Identifying areas for improvement, tracking KPIs (resolution time, ticket backlog, satisfaction rate), and reducing critical incidents (P1).
• Team Support: Coaching Help Desk and User Support teams, strengthening ITIL skills, and setting up an ITSM knowledge base.
• ITIL4 Governance: Applying ITIL best practices for incident, change, and IT request management.
• Communication: Ensuring transparent communication with users during major incidents, releases, or planned interventions.

Profile:

• Experience: 8 to 15 years of experience in IT service management, ideally in complex environments.
• Technical Skills: Mastery of ITIL4 methodologies, expertise in implementing and optimizing ITSM tools, and knowledge of Digital Workplace challenges.
• Soft Skills: Leadership, excellent communication skills, results-oriented, and ability to work cross-functionally.
• Languages: Fluency in French and/or Dutch, with a professional level of English.

If you are interested, please send your updated CV to CvATtalencia.eu