ICT Service Delivery Manager

Job description

In this role, you lead the end-user support and digital workplace services within our global ICT environment. You ensure high-quality, stable, and user-focused service delivery and combine strong people management with process excellence. By doing so, you continuously improve the workplace experience while aligning business needs with IT solutions. You lead and develop several team leads and specialists, ensuring strong ownership, accountability and continuous growth. You are responsible for the performance of end-user support, ensuring SLAs are met and user satisfaction is continuously improved. You drive structure and clarity by improving processes, sharpening communication and setting the right priorities in a complex environment. Acting as the key interface between business and IT, you align priorities and translate business needs into clear actions for your team. You define and drive the roadmap for workplace and collaboration tools, focusing on simplification, automation and improved user experience. You strengthen digital adoption by introducing self-service solutions and increasing user knowledge through training initiatives. External vendors and outsourcing partners are managed closely to ensure quality, cost-efficiency and reliable delivery. To be able to achieve the above and be successful in this role we believe you need to have: A Master’s degree in ICT, Engineering, Applied Economics or a related field Around 5–10 years of experience in service delivery, workplace management or a similar role within a large, international environment Proven experience in people management, ideally managing team leads or working with virtual/international teams Good understanding of ITIL processes and a strong focus on process improvement and service quality Experience in stakeholder and vendor management in a complex organization A structured and organized mindset, with the ability to manage multiple priorities and bring clarity in a fast-changing environment Strong communication skills, with the ability to act as a bridge between business and IT Fluency in Dutch and English is required; French is a plus