Technical Service Delivery Manager

Job Description

The Service Delivery Manager is a business relationship manager. You would be responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), driving operational automation, and optimizing the utilization of technical and human resources. The SDM also identify new technical and business opportunities to expand the scope of managed services.

Key responsibilities include:

• Acting as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities.
• Managing operational accounts, reviewing tickets and requests, and ensuring alignment with customer expectations.
• Preparing and validating monthly Service Level Reports and presenting them during steering committee meetings.
• Reporting risks, issues, and business opportunities to internal stakeholders.
• Overseeing invoicing processes, ensuring accuracy and timely payment follow-up.
• Ensuring service delivery in compliance with contractual agreements and ITIL processes.
• Driving Continuous Service Improvement (CSI) initiatives to enhance efficiency and quality.
• Managing risks—operational, financial, and project-related.
• Handling critical incidents (including outside business hours) and coordinating resolution efforts.
• Managing change requests and small to medium-sized projects (up to approximately 100 days), including planning, cost estimation, and P&L accountability.
• Supporting pre-sales activities by validating service offers and accompanying sales teams when needed.

Qualifications

We’re seeking passionate colleagues who are eager to push the boundaries in digital transformation and technology consulting. At Sopra Steria, you’ll have the opportunity to grow your skills in a constructive, collaborative team environment, working on impactful projects that drive change for our clients. If you thrive on challenge and meet (most of) the qualifications below, we look forward to your application!

• Master’s degree in a relevant field or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager
• Knowledge of Application Management
• Strong commercial skills, including consultative selling and proposal writing.
• Excellent written and verbal communication and presentation skills.
• Customer-oriented mindset with a strong sense of commitment.
• Ability to think conceptually while maintaining a pragmatic approach.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.
• Assertive communication style and adaptability to different audiences.
• Strong organizational and problem-solving skills..
• Language: English, Dutch and French are required (both verbally and in writing)

What to expect from working at Sopra Steria

Become part of a major Tech player in Europe that is recognised for consulting, digital services and software development. Work among high-level professionals who dare to make bold choices to deliver results.

Additionally, you’ll join the Business Line DPS (Digital Platform Services). DPS operates in the industrial, life sciences, public and finance sectors and is focused on core IT, from the front-end to the backend of business platforms. With our services, we ensure the continuity of processes and optimize customers' IT strategy, so they benefit from technological capabilities, control their costs and make platforms current and profitable.  

Additional Information

This is what you’ll get from us

Doing what you love? It’s not just a myth at Sopra Steria. Start your way to excellence with the Sopra Steria Academy. Here, experts and coaches push you to be the best version of yourself. But you’re also your own coach, making use of our portfolio of more than 250 (digital) training sessions. Of course, we want you to feel supported and comfortable. That’s why we offer a flexible working arrangement (with both local and international opportunities) so you can work in an environment that inspires you. Even if that’s in your backyard.

We offer a generous employee benefits package that includes: 

• A company car or mobility budget
• Laptop, phone & phone subscription
• A competitive salary and indefinite contract
• Insurance coverage, meal vouchers, eco-cheques, and more
• Continuous learning opportunities through the Sopra Steria Academy to support your career development

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Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.