Senior Service Delivery Manager – Strategic Government Accounts

Our client, a leading organization in the public IT and networking sector, is looking for a Senior Service Delivery Manager to oversee high-profile strategic accounts. This role acts as the central link for service quality and continuity, ensuring alignment between internal operations and client expectations while maintaining agreed service level agreements.

• Monitor agreed Service Level Agreements and ensure operational performance indicators such as lead time and quality are met.
• Act as the central point of contact for strategic clients to build lasting relationships and manage service expectations.
• Align with external suppliers and partners regarding service delivery and escalation management.
• Implement sustainable governance frameworks to bridge the gap between clients, development teams, and operational units.
• Analyze incidents and identify bottlenecks to drive continuous process optimization.
• Produce periodic performance reports on service quality and delivery for both management and external stakeholders.

• 6+ years of experience in IT Service Delivery Management within a government context.
• 8+ years working with ITIL v3 or ITIL v4 frameworks.
• 8+ years applying project methodologies such as PRINCE2.
• Experience in stakeholder management at various levels, including clients and external suppliers.
• Demonstrated affinity with IT infrastructure and networking.
• Strong organizational and planning skills with the ability to maintain an overview and set priorities effectively.
• Excellent negotiation and networking skills, with the ability to communicate clearly and diplomatically.
• Ability to analyze large volumes of data to spot trends and identify structural issues.
• Experience in motivating and coaching team members to foster a culture of continuous feedback.
• You are fluent in Dutch and French with proficiency in English.

Nice to Haves

• Experience specifically within the federal government.
• Certification in ITIL or PRINCE2.

• Start date: ASAP
• Duration: Until the end of 2026
• Work regime: Full-time
• Location: Brussels
• Working model: Hybrid
• Contract: open to both permanent employees and freelancers