Service Delivery Manager - 10688270

Job description

Job Title: Service Delivery Manager Location: Amsterdam, Netherlands: Work Model: Onsite: Contract Duration: 6 Months (ASAP Start) Experience Level: 8–10 Years: Competency: ServiceNow (ITSM): Role Overview: We are seeking an experienced Service Delivery Manager (SDM) to own and govern end-to-end IT service delivery performance within a complex enterprise environment. The SDM ensures IT services are delivered in alignment with ITIL best practices, agreed SLAs, and business expectations. This role acts as the key interface between business stakeholders, internal IT teams, and external service providers—driving operational excellence, service reliability, and continuous improvement. Key Responsibilities: Own and govern ITSM operational processes: Incident, Problem, Change, and Request Management Monitor and report on SLAs, KPIs, CSAT, MTTR, and overall service performance Lead regular service reviews with stakeholders and vendors Drive continuous improvement initiatives across IT service operations Manage major incidents, escalations, and service risks effectively Coordinate internal teams, vendors, and managed service providers Ensure ITIL process adherence and support ITSM maturity...